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Dayne has more than 20 years of experience working in call/contact centers. Her career has been characterized by practical experience delivering positive business results.
Dayne has extensive experience managing and operating both business-to-business and consumer centers. Additionally, she has a successful track record evaluating and implementing call center solutions that meet defined client requirements.
After several years with AT&T managing customer service centers and as a Technical Consultant with AT&T Solutions where she consulted with many of the Fortune 100 companies, Dayne focused on contact center technologies, particularly network services, intelligent call processing, IVR and ACD solutions.
At Carlson Companies as Director of Call Center Operations, Dayne was responsible for implementing "best practice solutions", focused on increasing employee satisfaction, introducing Six Sigma for call center process improvement and design, implementation of workforce management processes other productivity tools in the contact centers.
Dayne is part of the Purdue University Center of Excellence Certification consultant team providing on-site consulting and assessment for contact centers applying for Center of Excellence Certification. Additionally, Dayne is Lead Instructor for the Purdue College of Call Center Excellence (see www.CollegeofCallCenterExcellence.com).
Dayne is a Purdue University Certified Contact Center Auditor working with Dr. Jon Anton at BenchmarkPortal specializing in all areas of contact center operations. |
