|
Introducing as4seen ...
as4seen
established in 2008, has been set up to perform activities
on freelance basis. As4seen is specialized in planning, forecasting and
quantifying several activities for contact centers.
During the past 10 years I have fulfilled tasks and managed the total planning
cycles of large in-house contact centers of organizations such as OTTO and
Rabobank. I did this in various executive roles, e.g. as forecaster and as
planner. I also have many years of experience within the contact center as
manager of the departments “process control” and the “back offices” and I have
led numerous different kinds of projects. In these roles I have developed broad
skills in the field of contact centers and have seen and experienced many facets
of it.
By applying my econometric background I am able to transfer the impact of
process adaptations into concrete quantitive insights. These insights help a lot
in the decision making (whether cost-, or human-/strategy-related). I frequently
use simulation models for that goal, where I entirely tailor the models towards
the specific situation.
In the past few years I have also visited contact centers abroad to establish a
useful relationship for my employer. This involved German and French contact
centers, who were able to penetrate the Dutch market afterwards.
Since 2005 I am the President of the rural expert group "Planning & Forecasting"
of the Association of Contact centers in the Netherlands (VCN). In this expert
group, with participating planners and forecasters of organizations with
in-house contact centers, the participants are focusing on developments and many
current issues in the contact center field. The participants aim to increase
each other's knowledge level and help each other with solving questions or
dilemmas.
In 2009 I passed my COPC-exam for Customer Service Providers.
This registration and certification allows me to coördinate the processes in a
contactcenter to achieve contact center excellence according COPC.
In 2010 I was choosen by the members to become a member of
the board of
the Association of Contact centers in the Netherlands (VCN). In the board I am
responsible for financials and innovations. I also fulfil the role of treasurer.
|
