Bio

Charles (Chuck) Swain is a Strategic Business Consultant at GENESYS with over 30 years of experience in contact centers. He has hands-on experience with contact center technology, strategic planning, workforce management, operations leadership, and reporting. He is an innovative strategic thinker who will apply efficiency principles to all aspects of contact center operations. Chuck is eager to share his passion and experience. Consulting Experience Chuck specializes in contact center improvement through simplification of work process, establishment of workforce management methodologies, sound operations fundamentals, and effective use of available technology. He has the ability to quickly identify strengths, strategic opportunities and risks within a contact center, outline action plans to achieve sustainable operational efficiency, improved customer satisfaction, and organizational goals. Chuck consulting experience includes: • Strategic contact center planning, process procedure redesign, and implementation • Technology project management, vendor selection and oversight • Development and implementation of workforce management practices, methodologies (including staff planning, forecasting, scheduling, real time management, and reporting), and technology • Implementation of contact center methodologies redesigns focusing on improved resource utilization • Implementation of performance metrics and performance management to drive improved customer satisfaction and resource efficiency • Training documentation development and facilitation