Discussion points: 1.  Developing a strategic road map 2.  Key strategies to excite your organization for change and growth 3.  Importance of measuring results for success.

Guest Host Bio: Russell Rossi is the Corporate Vice President of Customer Experience and Strategic Planning for New York Life Tampa Operations.  Russell’s responsibilities include all customer touch points and technology of the Customer Experience Program comprising the internal Quality Teams, Learning and Development Team, After Call Survey, Speech Analytics, Voice of the Customer, and Voice of the Agent programs.  Additional responsibilities include oversight for all Strategic Planning and Project Management for key Member Services technologies, initiatives, and enhancements. Russell possesses over 25 years of management experience in a wide range of industries with core competencies in Strategic & Tactical Business Planning, Project management, Quality & Process Engineering, Revenue Generation, Customer Service Satisfaction & Retention and Business Growth Development. He holds a BS Degree in Business and Marketing.

Air Date: Wednesday, August 13, 2014 - 10AM/PT
Host: Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal
Guest Speaker: Russell Rossi
Season: 4, Episode Number: 12


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.

Topics: CallTalk Radio Show, Service to Sales, CallTalk Season 4