Bill Haeffner
  • Male
  • Lexington, KY
  • United States
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Bill Haeffner's Discussions

Excess capacity from late October through spring
3 Replies

Started this discussion. Last reply by Omar Severino Nov 22, 2010.

Member Info Request RE Outsource Chat and how to charge
9 Replies

Started this discussion. Last reply by Bill Haeffner Jan 30, 2010.

ACD Routed Training Session?
12 Replies

Started this discussion. Last reply by Jennifer East Nov 18, 2009.

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My professional experience, goals, and specialties are:
After nearly 20 years of management I have a broad rage of call center leadership experience that I can share. The range can be anything from performance measurements, metrics and how to track them, HR related issues and what technology can and can not be expected to fix.

Comment Wall (12 comments)

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At 7:01pm on June 30, 2010, Beth Marchetti said…
Thank you. We are completing a shift bid next week so the next several days are hectic, would very much like to reach out to you the week of July 12th.
At 12:35pm on February 2, 2010, Deirdre Hughes said…
So Sorry I have not replied earlier - Just as an overall strategy you might consider having one of the big guys host you for a few months to try them out vs outright purchase of licenses- generally speaking (if there is such a thing) big capital investments might not make sense for smaller companies - some providers have lease with credit toward purchase that is also worth exploring

So.. there are a few things you should do to get objective advice - download the latest from Forrester/Jupiter - paper will cost a few hundred but worth it.. also look at industry research (on ICMI and by key consulting firms)

There are generally 3 key components you want to have/understand value of the provider in meeting these
- Volume forecasting tools/analytics, with key event tracking
- Real time load balancing/volume routing/trigger recommendations
- Scheduling with off phone time planning
-Integration plugs or data load plugs to compare to paid time/mainframe activity etc

You want to assess your immediate needs first and make a needs matrix with your RFI
Some of the bigger players are IEX TCS - Newer but now established Blue Pumpkin- there are more and we can chat if you want - but start with assessing your needs
Older and somewhat outdated Pipkens Emps Kronos
At 1:00pm on August 21, 2009, Richard Natoli said…
Bill there are a few "supplier types" that would be welcomed into the group if I can get it rolling. You are certainly one of those. My reason for posting that limitation was due to the overwhelming number of "in-your-face" vendors that stalk the internet trying to sell me everything and everything ever invented! I'll put your name on the list of members! Thanks Bill!
At 11:39am on March 29, 2009, Ronald said…
Kindly Visit,

I am looking forward to explore some new opportunities together for mutual benefit.

At 11:33am on February 20, 2009, MICHAEL- ROHIT-SANYAL said…
Glad to connect with You
At 10:09am on December 29, 2008, Russ Sandlin said…
Thanks Bill for the add!

At 5:24pm on August 25, 2008, Jim Ball said…
Hi Bill:

I am very familiar with Interactive Intelligence, having closely considered that technology when I started up Alpine Access. That was 10 years ago, though, and I know you have made great strides since then. Who is your rep in the Denver area now? I know the rep I worked with back then is over at Siemens now.
At 8:10am on August 11, 2008, AMPOWER OUTSOURCING said…

We are a third party outsourcing organization based at New Delhi with offices in Phillipines and United States.

Kindly review to know more about us.

Do let us know with your contact details in order to talk about the business and see what we can yield out of the co-operation

Feel free to contact us at: or call us at 310-561-8944.

Manish Jha
CEO- Ampower Outsourcing
At 10:17pm on August 8, 2008, Jenny Roberts said…
Hi Bill! Thanks for the offer. I don't know if you heard my comment early on in the call, but we are far from being ready to blend our points of contact, although I am excited about the opportunity in the future. We are slow with technology and are currently working on other things. I would say we won't even be there for another year or two...which is rather disappointing, but the reality I have come to live with. I'd love it if you would stay in touch and maybe someday we will be ready to talk with you about it. Thanks!
At 4:01pm on July 21, 2008, Krista Kennedy said…
Hi Bill,

It's definitely coming up fast!


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