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Strategic Initiatives Tactical Implementation Quality / Training / Speaking Client List
About Touchpoint AssociatesImagine a world where customers receive consistent service across all channels.... a world where agents have the knowledge and the skills to handle problems on the first contact. Imagine a culture where managers and agents work in harmony to meet the needs of the customer, a place where relationships extend not only between the agent and the customer, but between the agent and their manager. Touchpoint Associates can make these concepts a reality in your center.
Touchpoint Associates has helped hundreds of business define the future and build an actionable plan to get there. TPA consultants have spent most of their careers in the contact center. They have worked with support centers, customer service organizations and sales centers creating step by step plans for success. They understand that today's call center is quickly becoming the hub of customer experience for the entire organization.
Touchpoint Associates, Inc. (TPA) provides results -oriented solutions to transform the customer experience. TPA works with clients to define strategies and implement solutions through innovative approaches to a wide array of customer experience issues, including transforming culture, managing employees, understanding and improving metrics, reducing costs and implementing new technology.
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Pamela R. Garside
Ms. Garside has over 20 years experience in Call Center Operations. Her career in call centers began as Director of Operations in a startup HMO call center and moved to the high tech arena, managing inbound technical support personnel and training consultants.
She managed the start-up of an inbound/outbound sales and service call center for a Fortune 50 company, introducing campaign driven sales programs to increase sales volume. To further broaden her depth of knowledge, she also managed the start-up of a service agency center, growing the center to over 400 sales and service employees, supporting numerous industry specific clients.
In 1997, she became Call Center Director of Centura Banks, Inc, now RBC Bank in Raleigh, NC. focusing on direct marketing sales campaigns and managing a full sales/service organization.
Ms. Garside started her own call center consultancy business in 2000, working with clients in various industries to improve their call center performance. By reviewing people, processes and technology activities of her clients, she has successfully exceeded business expectations and improved customer /employee satisfaction goals.
Touchpoint Associates, Inc. is proud to add Art to the team of experts that will be delivering the Management Impact Program.
Strategic Initiatives Tactical Implementation
Quality / Training / Speaking Client List