I have both a Management and a Technical background in the Call Center environment. Working in both of these sectors within a large scale Call Center has allowed me to bridge the gap between the challenges faced on both fronts. This has been very beneficial as I have often found that Information Technology departments and Management are trying to reach the same goals yet many times have vastly different approaches on how they believe this should be acheived.
Due to my experience in both of these roles, I was inspired to co-found a company called Tiksoo in which we have created (and continue to create) services that help give Management the edge when dealing with the technological challanges faced by Call Centers. Focusing specifically on Telephony, we provide tools that management can use to help minimize downtime to ensure their SLA's are met and their customers remain satisfied.