InterCall Among Finalists for ICMI’s Global Call Center Awards
June 21, 2013 @ 01:51 PM | By Scott Etzer

GCCA_finalist_CSBusinessLeader GCCA_finalist_CCSupervisor

No doubt everyone has a story about their customer service nightmare: getting passed around, waiting on hold or the voice recognition system not recognizing your voice. These experiences are what make the positive encounters stand out. This is why I’m happy to announce that three people from our customer service team have been named finalist in two categories for the 2013 Global Call Center Awards sponsored by the International Customer Management Institute (ICMI)!

InterCall’s success has been built on a strategic investment in client care and a focus on streamlining processes so that people and organizations needing support get immediate attention. As a company, we strive to make every client encounter an opportunity for bolstering relationships, solving problems and building trust, and are so honored to be acknowledged by ICMI for the priority we place on all levels of customer care.

This particular submission process evaluated candidates who influence customer service strategy and manage the P&L of the contact center, along with candidates who regularly supervise and provide support to agents.

Executives Herb Pyles, senior vice president of global customer service, support and operations, and Tiffany Killcreas, director of operational technology, were recognized in the Best Customer Service Business Leader category, while supervisor Tracy Madden was named a finalist in the Best Call Center Supervisor competition.  Each finalist has spent more than a decade at InterCall in various client services roles.

ICMI’s Content Director and Head of Judges for the competition, Sarah Stealey Reed’s admission of how difficult it was to pick just one winner, further drives home the point of how passionate we as a company are about our customer service.

So let me wrap by just saying how proud I am of our finalists for stepping up to the plate and leading the way as we continue in our mission of successfully enhancing client relationships through providing exceptional customer care.

Scott EtzlerScott was recruited to the president and COO role of InterCall in 1998 when the company’s revenues were $48 million. Prior to joining InterCall, Scott held executive positions in the voice and data communications industry, with companies such as AT&T, Decision Industries and U.S. Sprint. Scott serves on the Indiana University Kelley School of Business Dean's Advisory Council, Northwestern’s Kellogg School of Management Advisory Board, and on the Board of Steppenwolf Theatre in Chicago. He is also a member of the Economic Club, Big Shoulders Foundation and the Executives Club of Chicago. Etzler holds a Bachelor of Science degree from Indiana University and an M.B.A. from Northwestern's Kellogg Graduate School of Management. Scott and his wife Becki reside in Winnetka, Illinois, and have 2 children - Erin and Andrew.

Technology Flexibility – The Key to UC Deployment
June 18, 2013 @ 08:15 AM | By James Whitemore


As much as we’d like to think that “one size fits all”, rarely does this lead to the best solution.  In fact, I don’t think I can think of a situation where a single solution fully addresses a technology issue – especially for the enterprise.  In fact, isn’t the key to navigating a situation or negotiation successfully the intelligent application of flexibility and adaptability?

Unified Communications (UC) integrate organizational communications into a rational, simplified interface, but that doesn’t mean that a single technology purchase will address your overall strategy.  Whatever your current UC strategy, it’s essential to ensure technological flexibility in order to ensure that the deployment meets the business objectives of improving operational efficiency and increased employee productivity – both today and tomorrow.  The true value of UC is not realized with a single purchase but with strategically investing in those solutions that enable those applications that require unification (and when) for the greatest impact.

UC has evolved to leveraging software solutions that enable communication applications such as messaging, email, IM/presence, audio/video/web conferencing and mobile integration as compared to a hardware-centric implementation.  This allows an organization the flexibility required to address the unique challenges of an integrated UC strategy including the opportunity to consider different deployment options.  Flexibility and adaptability as a critical requirement inherent within your UC strategy allows an organization to address your present and future business requirements.

Isn’t this the antithesis to the theory of “one size fits all”?

To learn more about UC solutions with flexibility, visit the West IP Communications web site.

West IP Communications and InterCall are both owned by West Corporation, and the West IP team provides UC solutions for many InterCall customers.

James WhitemoreJames Whitemore is senior vice president of sales and marketing at West IP Communications, the team that delivers InterCall’s unified communication services. InterCall and West IP Communications are both a part of West Corporation. James holds a B.A. (Hons) degree in Business from Newcastle University in the U.K. and currently resides in Boulder, CO. In his downtime, James is an avid skier with an enthusiasm for traveling and car collecting.

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