|
As a senior consultant for ICMI, Dan Rickwalder has worked with clients in many industries helping them improve their call center operations. He’s worked with clients throughout the U.S. and Canada to make them more efficient through process improvement, better utilization of technology and improved workforce planning methodologies. His primary focus while at ICMI has been workforce management, performance metrics, reporting, and call routing issues. Dan has been instrumental in developing ICMI’s Bull's-Eye Forecasting Service, the industry’s first web-based outsourced forecasting service. He also regularly provides workforce management change consulting with a focus on metrics, methodology and improving current technology utilization. Dan's recent clients include AIG, Intuit, Johnson & Johnson, EarthLink, BMW Financial Services, Time Warner, USA Datanet, Delaware North Corporation and Anthem Blue Cross Blue Shield. Dan has a Bachelor’s Degree in History from James Madison University. He leads seminars and conference sessions on workforce management, measurement and process improvement issues. | 