Contact Center Executive Joins 3rd Wave Solutions
David Canham to Manage Contact Center Business Unit
(Phoenix, Ariz., July 28, 2004) -- 3rd Wave Solutions, a communications systems integrator, today announced that David Canham has joined the company as Vice President, to run their Contact Center business unit. The business unit focuses on delivering solutions to Contact Center issues including workforce optimization, multi-media integration, intelligent routing and customer self-service. Canham has more than 20 years of senior level experience in managing inside sales centers, customer service, marketing and business process operations.
"Dave is a great addition to our team," said Bruce Andersen, President and CEO of 3rd Wave Solutions. "His long experience in Contact Center operations gives him the perspective needed to truly understand the challenges faced by the companies we serve."
Helping its customers improve their customer-facing operations has been the focus of 3rd Wave Solutions since its inception. With more than 15 years of experience in the application of communications technology, 3rd Wave Solutions has built an impressive customer list. The company complements its expertise with "best-of-breed" technology partnerships to deliver the best solution to its customers. These strategic partners include Avaya, Blue Pumpkin, Interactive Intelligence, ScanSoft and Witness Systems. Avaya recently awarded the company "Silver" BusinessPartner certification in part as recognition for its satisfied customers.
Canham spent much of his career at IBM in a variety of positions in sales, marketing and channel strategies. Since that time, Canham has managed several large, multi-site sales operations centers, including Insight Direct and MicroAge, achieving revenue objectives and increasing process efficiency. He also developed a performance management system to improve individual and team sales results.
"Contact Centers face big challenges today," commented Canham. "They are the customer's primary contact for many companies and are becoming much more visible, as email and chat are added to the communication methods open to customers. There is huge potential for increased revenue, customer satisfaction and employee morale by leveraging key tools and best practices in contact center management. I joined 3rd Wave Solutions because they have a keen understanding of the importance of the Contact Center , a genuine interest in the customer's customer, and the breadth of experience to deliver best practice solutions and create competitive advantage for our clients."
Canham will manage the Contact Center business unit, addressing such key issues as:
• Workforce optimization - The advent of effective analytical and performance management tools makes it easier to optimize contact center performance, route calls based on skills, and improve processes. By analyzing workforce needs and optimizing performance, companies can provide a high level of service with reduced costs. At the same time, they can load-balance based on skills and requirements, improving the work environment for employees. An improved work environment translates quickly into higher workforce satisfaction and lower workforce turnover.
• Multi-media integration - Bringing together voice and data in a single infrastructure greatly simplifies maintenance and eliminates unnecessary redundancy. Companies with multiple contact centers can easily link them together so that the customer makes one call and can be connected to the best resource regardless of location. Companies can also more easily support multi-channel contacts, so customers can send email, write letters, call or chat and receive a consistent quality of answer. Converged communications enables contact centers to do a better job for customers at a lower cost.
• Intelligent routing - Value- and skills-based routing can make a huge difference in both efficiency and customer satisfaction. It is now possible to design very sophisticated rules such that contacts are routed based on their lifetime value to the organization or sent to the most appropriate skill group in the contact center. Value and time-based rules ensure that the calls are rerouted to less-skilled agents if the wait period would otherwise become excessive.
• Customer self-service - One way to be more efficient is to cut out the middleman - the Contact Center . After all, customers can often solve their own problems and would prefer to do so. Technologies such as speech recognition and interactive voice response (IVR) make self-service easy. They can also streamline information collection and the routing of calls when an agent is required.
"3rd Wave Solutions is committed to enhancing the relationship between our customers and their customers," said Andersen . "Dave Canham is equally committed to enhancing these relationships. His wealth of experience with a large number of Contact Centers and technologies will be invaluable in delivering on that commitment."
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