Service Specialist Linnie Brasfield recently traveled to Orlando, Fla., for an inContact
User Conference to train and learn more about Studio, a program inContact uses
for developing scripting for call routing. During the inContact Mojo Awards Luncheon Linnie was awarded the
2016 Mojo Contact Leader of the Year Award. There were three finalists in the
category and over 700 people who attended the awards ceremony.
According to inContact what’s unique about the award is that
it’s presented to an individual, not an organization. The individual is a
contact center leader whose achievements and passion infuse the workforce and
who implements new ideas that significantly improve contact center operations. The
recipient is also a contact center industry leader and visionary who supports
and exemplifies inContact best practices.
“inContact customers represent a full range of industries from consumer
brands, business services, banking and finance, utilities and the public
sector,” noted Paul Jarman, inContact chief executive officer. “The inContact
Mojo Awards recognizes companies that continually transform customer
experiences and utilize our cloud solutions to innovate in the contact center.”
inContact Mojo Awards, sponsored by Verizon, and in partnership with Ovum
recognizes companies that encompass an “above and beyond” commitment to
providing superior contact center experiences to their customers. This year’s
panel of judges featured a principal analyst from Ovum, a research and consulting firm known
for its contact center industry leadership and expertise.
Analyst at Ovum Ken Landoline said, “Linnie is a contact center industry leader
and visionary who supports and exemplifies inContact best practices. His
achievements have significantly improved contact center operations while his
new ideas and passion infuses the workforce. Linnie exemplifies what it means
to be a leader and is truly deserving of this award.”
A. O. Smith
uses inContact, a cloud based call delivery platform that routes inbound
technical support phone calls to the company’s technical support agents at its
U.S. call centers throughout the company. Over 1.5 million calls a year are
delivered by inContact to A. O. Smith call centers. The software is intuitive
enough to route calls to the call center agent that has the unique skills the
caller requires. Linnie recently took over the administrative side of the inContact
demonstrated a unique ability to employ new technologies to dramatically
improve customers’ experience when contacting A. O. Smith. Specifically, Linnie has taken our inContact
call center telecom platform, and transformed the customer experience in a
number of business areas,” said Jason Kane, salesforce administrator.
“In addition to making countless improvements
to our existing technical support operations in Johnson City, Ashland City,
Bristol and Irvine, he has worked tirelessly with Lochinvar to improve their
technical support, customer service and parts operations. He was also instrumental in configuring the
transfer of afterhours and off-peak volume from our Fergus, Ontario, operation
to Johnson City and Ashland City to provide extended coverage to our customers
in Canada. Linnie truly demonstrates our
core values of emphasizing innovation and preserving our good name.”
been working at A. O. Smith since 2010. He began working as a technical support
agent in the Johnson City call center, but after about three years, Linnie’s
manager Kenny Dick pulled him into a new position: workforce management. What
had started off as a temporary position to see if it was a good fit, ended up
as a bountiful career for Linnie.
beyond the required. He understands the way our call center works so he is able
to build meaningful tools for our team. Linnie takes time to sit in the call
center’s team meeting to offer help. He makes himself available to us seven
days a week, literally, seven days a week. Linnie’s
biggest contribution is letting us know what the capability of the tools is and
offers suggestions of how we can leverage the tools to become more efficient,”
says Manager - Customer Service and Linnie’s mentor, Kenny Dick.
current position Linnie forecasts incoming call volumes based on previous call
history. He helps prepare annual call volume forecast for budgeting purposes
and modifies each quarter for scheduling purposes for the call center staff. In addition, he prepares weekly forecasts to break
down the call volume by 30-minute intervals during the day to help schedule
lunch breaks and call center breaks throughout the day.
“It’s a lot
of fun; don’t tell anyone, it’s like a giant puzzle. I love my job,” Linnie
Linnie is currently
working on attaining his certification as a Certified Workforce Planning
Professional (CWPP) from the Society of Workforce Planning Professionals. The
workforce management certification is composed of four parts, which includes
three tests and a project. The tests cover three areas of expertise:
and Scheduling; and
Daily Staffing and Service.
is a two-year program and less than 100 people are currently certified or are maintaining
their certification in the industry.