Testimonials
Feedback & Reviews
Roger is easy to work with, responsive to timelines, and extremely professional in his approach. He did a comprehensive assessment of our contact center and provided us with concrete, actionable information.
Deluxe Financial Services
Services: Quality Monitoring
Program Assessment
We’re a strong advocate of continuous improvement. eTalk is playing a big role in that effort by analyzing our strengths as well as our areas of improvement. They’ve done a thorough job, and we’ve been able to implement immediate improvements to the program.
Ecolab
Services: Quality Monitoring
Program Assessment,
Business Reporting
Roger’s work with Medica was extremely valuable. It helped remind us the value a great quality program has on staff performance, staff morale and customer satisfaction. Roger’s work is setting the direction for our rejuvenated quality program. I have seen a change in the minds of the leaders within the call center… a balanced focus on quality and quantity.
Medica Health Plans
Services: Quality Monitoring
Program Assessment,
Leadership Assessment
Roger was able to visit our facility and quickly evaluate our Quality program. He offered a fresh perspective and gave us many helpful tips that we will use to improve our operation.
MidAmerican
Energy Company
Services: Quality Monitoring
Program Assessment,
Leadership Assessment
We all really enjoyed [Roger’s] presentation. Roger’s delivery method was edgy yet very effective. He was a great presenter and gave us several options that we could loo at to make our QM Program more effective.
Entergy
Services: Quality Monitoring
Market Trends
Roger’s work with Orange was extremely valuable. He evaluated our Quality Program and made important recommendations that helped our processes. He definitely walked the extra mile and surpassed our expectations sharing and transferring his knowledge on eTalk tool but also in call center quality domain.
Orange Dominicana
Services: Quality Monitoring
Program Assessment,
Leadership Assessment
Roger absolutely exceeded my expectations in his assessment of the Quality Program across my Customer Service and Sales organization. He was thorough in his analysis, including many valuable face-to-face feedback sessions across the call centers. He was very effective in his approach for getting open feedback from all levels and then weeding through the input to bring forward common themes and recommendations for improvement. My organization has met with many consultants and Roger’s approach was refreshing to all – straight-forward, actionable feedback and recommendations that we can start implementing immediately to improve employee morale and customer satisfaction.
Embarq
Services: Quality Monitoring
Program Assessment,
Leadership Assessment
Roger’s work was exemplary. We asked him to conduct an operational assessment of our small call center. Our goal was to identify areas of opportunity and process improvements, so we could build a world class customer service team. Roger examined people, processes, and technology. He helped us develop a roadmap for the future. His keen insights, quality focus, and industry expertise allowed him to provide us with an extremely valuable list of prioritized recommendations. This was not a mere laundry list of pie-in-the-sky suggestions; these were actionable initiatives that were tied directly to our strategic plan and operational goals.
Church Publishing, Inc.
Services: Contact Center
Operations Assessment
We invited Roger Lee to join our future planning session and brief us on trends he’s seeing in the industry. With the breadth of his experience worldwide, Roger provided great insights and left us with thought provoking ideas for world class organizations. Roger is a dynamic, high-energy speaker. We thoroughly enjoyed his presentation and will definitely invite Roger back to speak again.
BNSF Railway
Services: Executive
Presentation: Evolving
the Contact Center
(5-yr outlook)
Roger and team spent 2.5 days with my team continuing to help us further our adoption and usage of HP Explore, our multichannel analytics solution. He helped us stay focused on the many topics we had to cover. The consultative approach and jovial demeanor he used with my team was appreciated and helped to engage participation. Roger understood and ready my team, and their individual personalities, spot on.
Roger and Randy, business consultant continued to impress upon my team the importance of following a problem-solving methodology as we work on our use cases. He had my team produce project dashboards for their use cases and generate the various graphical reports for their continued analysis. As I am sure you have experienced with other clients, my team was not comfortable initially with Explore, due to their reservations about the insights that the tool could provide, given their experience and expertise is with Business Objects. Roger and Randy addressed my team’s reservations and now I see a fire within my team on wanting to solve important business problems and be experts on Explore and continue to evolve their analytical skills.
HSN
Services: Speech Analytics Continued Adoption Project
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