Rich Fox Email & Phone Number

New Jersey, United States

Every day is game day when you are a customer experience leader. Customer satisfaction is paramount and a single bad interaction can jeopardize brand loyalty. Transform how your organization interacts with customers - proactively engage over digital channels, interact on their channel of choice, offer intuitive self-service, and empower agents to deliver a world-class experience. Artificial Intelligence is reinventing customer experience and Cisco is leading the way.

Responsible for growth of the Contact Center Practice and Solutions by creating new products & services, establishing new partnerships, marketing of these solutions, engaging direct, indirect, & private label channels for business development activities, and implementing customer solutions through a consultative approach focused on business value impact.

Leading all aspects of the Contact Center practice including product development, marketing, sales, and delivery to the customer. Responsible for the growth of the contact center practice, establishing new partnerships, and developing new products & features for the Evolved Office suite of solutions.

Led a $21M Infrastructure Transformation Program to stabilize and upgrade the technology underpinnings of a pharmaceutical company that experienced significant challenges from years of rapid growth, multiple acquisitions, and neglect of the infrastructure. These projects include upgrades to the Exchange, BlackBerry, SharePoint, Cisco Telephony, LAN/WAN, and Active Directory environments plus a data center modernization & consolidation effort.

Led technology teams responsible for contact center technology, telephony infrastructure, data networking, and data center facilities. Responsible for 60 technology professionals and an annual budget of $14M supporting 4 data centers, 8 locations, and 20 contact centers that handled 15M outbound and 22M inbound calls annually across 2,500 agents including multiple outsourced partners.

Founded a new department whose mission was to increase operational efficiencies, identify and implement improvements to the customer experience, reduce costs, and drive customer and client feedback into the organization through continuous improvement efforts.

Responsible for several departments with a combined headcount of 150 employees that provided insight, guidance, and enabling services for the Sales and Processing functions. These departments included the Command Center (accountable for all aspects of call center operations including call routing, call forecasting, staff scheduling, and the customer phone experience), the Agent Help Desk contact center, and the Imaging department (that converted and indexed loan paperwork and inbound faxes… Show more Responsible for several departments with a combined headcount of 150 employees that provided insight, guidance, and enabling services for the Sales and Processing functions. These departments included the Command Center (accountable for all aspects of call center operations including call routing, call forecasting, staff scheduling, and the customer phone experience), the Agent Help Desk contact center, and the Imaging department (that converted and indexed loan paperwork and inbound faxes into the customer’s electronic loan file). Show less

Solutions provider responsible for several departments’ technology needs that were met through development of new internal system, maintenance of existing applications, and implementation of third-party products. Led a team of 35 employees and contractors with a $3.6M operating budget and $2M in capital expenditures.

Implemented a new IT function with 20 dedicated employees and contractors focused on improving software quality. Budget accountability for $1.9M annually.

Led the marketing, software quality assurance, customer help desk, and professional services teams at a technology firm that produced a multi-tiered advertising workflow and imaging system.

Published a monthly article that evaluated computer systems, components, and peripherals for publication in BYTE Magazine with world-wide circulation of over 500,000 readers.