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Vanir Consulting - Company Profile   (About Company Profile Pages)

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Overview

VANIR CONSULTING was founded in 2002 by Rick Boykin, Principal. VANIR CONSULTING'S vision is to provide contact center expertise to assist your company in delivering the most cost efficient and effective contact center. Whether you are a Fortune 500 company or a startup looking for assistance, VANIR CONSULTING has the expertise to get you there.

That expertise starts with Rick Boykin, who has extensive experience in the contact center industry. He has spent over 22 years in various management and executive positions with companies like, MCI Telecommunications, IBM Corporation and United Health Care. Mr. Boykin's contact center experience is well balanced with over 6 years in the management consulting business.


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Articles

Over the years, companies have devised ways to measure just about everything that goes on in Contact Centers. But how do World-Class companies measure their levels of service? Find out what industry professionals have to say!
April 30, 2009 5:00 AM
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We always hear stories of bad service from customers, but what happens when contact center professionals experience similarly poor service? Hear some interesting stories from industry professionals! (To share and hear more experiences, consider att...
April 23, 2009 5:00 AM
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Technolog like AI speech analytics etc are surely investment areas many, eventually most will put in their toolbox. But don't forget to do the mundane things really well, like message management, customer data especially when that data crosses multiple product and business units.
January 9, 2019 4:59 PM
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Stop reporting performance using a monthly view! number of work days and peak work days vary month to month. Go weekly and quarterly.
November 9, 2016 12:03 AM
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Is your training really training? Don't believe that giving someone a Word document with process and procedures is training. It's reading!
November 3, 2016 4:39 PM
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If you don't have new hire and ongoing training curriculum then don't expect great customer service. Dedicate time and money to education.
November 3, 2016 4:37 PM
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Don't put your employees behind the eight ball. Make sure they have access to ALL customer communications and know how to find them.
November 1, 2016 10:09 PM
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