Kyle Ostermann

Background

About Kyle Ostermann

Results Focused Customer Experience and Contact Centre Leader with a proven track record of increasing Customer Experience Engagement and Contact Centre performance. • Customer Experience Management: experienced consultant focusing on assessment, roadmap, and transformation for people, process and technology for Customer Experience Management, ensuring consistent alignment with organizational goals and priorities • Quality Assurance Best Practices: Designed, Deployed and Managed industry leading QA programs across multiple industries, process environments, and diverse agent skillsets • Contact Centre Infrastructure (ACD/QM/WFM): UCCX/E, Verint, NICE, Calabrio, Upstream Works, Cosmocom, ComputerTalk, Genesys • CEM KPIs, SLAs & Other Metrics: Leader in the design, development, justification, and deployment of KPIs and SLAs; expert in the CEM KPI analytics and adherence; Delivered strategies for alignment of reporting and measurement of these against corporate goals and governance requirements • Work From Home / Remote Work expert: Championed the design of operational best practices for remote work teams in Contact Centre and other industry segments • Contact Centre Operations: Leader in industry best practice to ensure efficiency, productivity, cost-alignment, and high CSAT/ESAT results through understanding of business, team, and client goals