Steve Graff Email & Phone Number

Innovative and self-motivated business leader recognized for excellence in leadership, customer satisfaction and aligning with organization business goals. Extensive experience in Call Center and Call Center related technologies including Workforce Optimization (WFO). Demonstrate exceptional ability in understanding and articulating client needs, to achieve customer satisfaction, customer loyalty and increased revenue. Excellent communicator, able to work well with a diverse range of people of all knowledge levels (technical and non-technical). Traveled and led projects worldwide.Key Accomplishments: • Spearheaded Industry revolutions, such as the shift from compliance recording to quality recording and the use of speech analytics in the Call Center industry. The use of recording for quality purposes and speech analytics resulted in improved agent performance, solving customer issues quicker and delivering a higher level of quality to customers – which all translates into improved revenue and reduced expenses for the businesses.• Known for resolving performance issues for several clients at risk of defection, resulting in increased revenue and retained clients. Technical Skills:Multichannel Analytics and System integration expert specializing in all aspects of call recording and related technologies including ACD, VRU/ IVR, CTI, and AutoDialers. Detailed experience with TDM, VoIP, SIP Trunks and all Active Recording interfaces.

Listed skills include Ivr, Integration, Voip, Cti, and 26 others.

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  Chief Technical Architect

  Opentext

  Grapevine, Tx, Us