Delivering Quality: Sysco’s Service with a S.M.I.L.E.

Ed shares how Sysco has improved their average quality score from 88.7% to 94%, and reduced turnover by 15%.  They are delivering service with a S.M.I.L.E. Ed has held a number of positions in warehousing, transportation and information technology operations during his 17 year career with Sysco. Prior to his current role, he managed the IT operations for the Southwestern United States and was the project manager for several successfully enterprise-wide software development projects.

Guest Host Bio: Ed was an integral part of the design and implementation of Sysco’s new call centers in Houston and Dallas, Texas. Currently, he is responsible for the operational and quality performance of the support center, including the management of telephony and other technology platforms used to deliver a cost-effective and customer focused experience. Ed has a B.A in English with a minor in Environmental Sciences from the University of New Mexico.

Air Date: Wednesday, October 16, 2013 – 10AM/PT
Host: Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal
Guest Speaker: Ed Poorbaugh, Manager Support Center Operations and Supplier Support
Season: 4, Episode Number: 14


CallTalk is a monthly internet radio program for the customer service industry featuring the most innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce Belfiore. Broadcast monthly, directly over the Internet to your desktop, CallTalk covers hot topics that impact today's call center. CallTalk airs without the participation of vendors so that topics will be free from their influence and guided by the needs of its listeners. If you have a topic you would like us to cover, send it to CallTalk@BenchmarkPortal.com.

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