Cindi Cunningham

Customer Solutions and Contact Center Leader 303.909.6424

Call Center Platform:  The Northwinds Contact Solutions

Reviewer Background:

“Cindi is an experienced call center manager, director and consultant whose experience includes managing the global contact center for Holiday Inn Hotels.  Cindi is currently available for contact center consulting opportunities”.

As a call center leader, I’ve had the privilege of leading medium to large, Inbound and Outbound, customer contact centers worldwide.

Previously, my team and I built one of the largest virtual operations for individual hotel customers.  Most recently, I ran a call center operation where over 50% of the employee base worked from home. Times are changing and employees desire the flexibility that working from home provides them.  No traffic-snarled travel/commute time, expense of gasoline, time away from family etc. We found that we often attracted a higher skilled employee as many had fulltime careers and opted to work for us on a part time basis.  Allowing them to work from home gave them the flexibility to do so and we derived the benefit!

Regardless of the company requiring customer contact activity, we each seek the most economical ways to run and support our businesses.  It becomes quite expensive to purchase hardware and software and maintain staff on hand for 24×7 technical support.  New versions are constantly being released for additional cost and capital expenditures fill our budgets!

I found it simple and easy to use as well as affordable! The flexibility lends itself beautifully to supporting the variety of call center environments that exists today especially if companies experience seasonality in their business model and have a need to expand and contract from time to time.

It was easy to establish parameters of desired phone activity and I like the fact that a company can easily change/modify those parameters on a case by case basis as their campaigns or clients change.

I personally like to “inspect what I expect” and found metrics identification readily at my fingertips via the Northwinds platform solution.

Key areas that I require, and are already provided:

•  Securing productive calling activity on a campaign or agent basis
• Service level metrics
• Agent availability
• Totals as well as Averages

 I would most definitely recommend the Northwinds Platform to any company seeking a Virtual Call Center platform!