News : FCR Taps Ruth McCullen to Head New Client Analytics Team
Roseburg, OR, USA, July 7, 2016 -- FCR, a provider of outsourced live agent call center and business process solutions, announced that it has hired Ruth McCullen to head up FCR’s Client Analytics Team.
"The purpose of this team is to provide meaningful insights and recommendations to FCR’s clients about how to improve their customer satisfaction and operations," said Katheryn Carnahan, COO of FCR. She continued, "Our clients want us to help them make their overall business better, not just provide someone to answer a phone, email, or chat. This team is responsible for helping our clients improve their customer satisfaction ratings, reduce customer contact rates, and to increase response time."
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The Client Analytics Team will work directly with FCR’s Operations team and its clients to provide valuable information and trends in key client metric areas by performing "deep dives" into customer satisfaction data, collecting insights from front-line representatives on the Voice of the Customer, and will make recommendations for improvement based on the data gathered.
To lead this new group, FCR has added Ruth McCullen to its Leadership Team. Ms. McCullen has an extensive and wide-ranging background that includes experience in contact centers, business analysis, consulting, and sales. Prior to FCR, she worked as a Senior Operations Manager in the Contact Center and Fraud Identity Team for Capital One. McCullen earned her Bachelor’s degree in Business from Phoenix University and is currently completing her Master of Business Administration program at George Fox University. Ms. McCullen will be relocating to Eugene and will work from FCR’s Base Camp II location in Crescent Village.
"We are excited to have Ruth join our team," said John Stadter, CEO of FCR. "She brings a wealth of knowledge and expertise to FCR, and we’re looking forward to the value add she and her team will create for our clients. We are confident that with Ruth’s leadership FCR will provide its clients with valuable new insights as well as data analytics to improve their overall business and customer satisfaction ratings."
Posted by Veronica Silva Cusi, news correspondent
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FCR is a provider of outsourced live agent call center and business process solutions.
Published: Monday, July 11, 2016