|
|
|
|
|
|
|
|
|
Degrees
|
|
M. Sc. in Mathematics and Computer science
|
|
|
My Expert Service
|
* Analysis of busines and organizational processes.
* Building of Sevice Model, CRM assimilation model, Model for Call/Contact Center usage and establishment
* Definition of organizational processes and structure for the customer’s contact center.
* Functional and ergonomic design of the working environment in the customer service center.
* Operational definitions and improvement recommendations for new and existing Contact Centers.
* Operational solutions assimilation, Call Center management, improvements and optimization.
* Professional guidance and training services for Contact Center staff.
* Contact Center Requirements specification – top level and detailed analysis.
* Selection of a technological platform for Contact Center.
* Project management for all phases of Contact Center lifecycle (as the customer representatives).
* System-wide integration and Contact Center applications: technical design, system integration and applications development – CTI, CRM, etc.
* System and Acceptance tests planning, design and execution.
* Assistance with system documentation.
* Contact Center, communication systems and sites maintenance.
* Development and mentoring of internal, independent, team at customer’s organization for Contact Center’s support, maintenance and further development needs.
|
|
|
Experience & Qualifications
|
During of as 15 years of practical experience in telephony, IT and Contact Center systems I held different positions starting from programmer till QA Manager of a Call Center product vending company.
As well, I worked as V.P. Solutions and Technology (and as co-founder and co-owner) of leading Israeli Consulting and System Integration company, specializes in CRM and Contact Center field (Solver Communication Solutions Ltd.).
Duting last years I am independent IT consultant, work actively on the both Israeli and post-Soviet Markets.
|
|
|
Available Modes Of Communication
|
|
email/chat
|
|
|
|
|
Contact
Igor Tyomkin
|
|
|
|
|
|
|