EVANS CONSULTING - Key Persons
Richard's primary focus is on marketing and customer touch point strategy. Also working as an internal consultant has provided him with ample experience as a project leader for multi-disciplined projects which included call center operations, information technology, data warehousing, and other functions that are required to build businesses, or increase profitability.
Education: MBA & BA University of Illinois
Job Titles:
- Leader
- Managing Director of Training & Development
- Training and Development Group Leader
Sherry is a recognized leader in the customer service and technical support community. She is an accomplished trainer and speaker in the dynamics of the customer service delivery, leadership, team building, coaching and development. In addition, she is a certified call center expert and project leader for the design, development and implementation for service and support departments within Fortune 500 clients.
As a customer retention expert, Sherry provides detailed analysis of the customer touch point work flow processes and the design and implementation for all areas of the customer experience within the organization.
Want to liven up your next event? Best known for her humor and energetic style, Sherry is a popular speaker who will inspire your team to strive for excellence. As a seasoned and dynamic presenter Sherry customizes the presentation around your organizations real-life examples guaranteed to deliver a message that hits home with the audience!
Sherry Redden Evans, managing director of training & development, is a recognized in the customer service community as a leader and is an accomplished speaker in the dynamics of customer service delivery within organizations. Sherry and her team will be with you every step of the way from the needs analysis to post assessment follow-up to ensure the success of the program.
Job Titles:
- Member of the American Teleservices Association
Tom Rocca has over 30 years in customer service and sales technology re-engineering for call centers. He keeps a continual focus on œstaying compliant on all federal and state call center rulings. Mr. Rocca, President of KPI Group provides outsource partner selection, RFP development and management, technology selection & contract negotiation, call center auditing, best practices & sales process flow analysis, sales and service performance enhancement (KPI ™s), and federal, state and insurance compliance management.
Tom has been an active member of the American Teleservices Association (ATA), now PACE Association, www.paceassociation.com, since 1987 and is a Past National Chairman. Since 1993, he has also been an active member of SOCAP International / Society of Consumer Affairs Professionals and is the Past President of the Georgia chapter and just finished his on the SOCAP National Board of Directors.
He also serves on ICSA ™s (International Customer Service Association), www.icsatoday.org, a past Georgia Chapter President & still active on the National Board of Directors. As an industry expert, Mr. Rocca is a frequent speaker at regional customer service and consumer affairs seminars focused on contact center technologies and giving legislative updates. He has written many articles and participated in numerous speaking engagements on œTrends and Facts on Consumer Contact Center Technologies , œIndustry Legislative Updates , œChoosing an Outsourcing Partner and œCompliance in an Evolving Contact Center Environment . Listen to Tom Rocca on "Talk About Service" Radio, which can be heard anytime on www.talkaboutservice.net.