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Executive leader and entrepreneur with extensive global experience for large revenue…
Articles by Tim
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ZOMBIES MAKE YOUR DEAD FIRST CALL RESOLUTION SCORES SEEM ALIVE!
ZOMBIES MAKE YOUR DEAD FIRST CALL RESOLUTION SCORES SEEM ALIVE!
Let’s take a look at how FCR is commonly calculated: TOTAL FIRST CALLS / TOTAL CALLS = FCR % (call it the “Common FCR…
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The O.G.s of Customer Experience
The O.G.s of Customer Experience
Where are my fellow 1990’s call center kids? Wasn't it great? The companies we worked for invested heavily in us and…
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The Three Horsemen of FCR and CX Destruction
The Three Horsemen of FCR and CX Destruction
If you have spent any time in contact center operations, you understand the importance of nailing the “table stakes”…
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Activity
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I was blessed to be with our Startek Philippines team last week during #customerserviceweek This team led by Geoffrey Domigpe and JP Reyes and other…
I was blessed to be with our Startek Philippines team last week during #customerserviceweek This team led by Geoffrey Domigpe and JP Reyes and other…
Liked by Tim Lavin
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I’m heading to Tucson for Frost & Sullivan’s Customer Contact West MindXchange. It’s always a great opportunity to connect with other Trust &…
I’m heading to Tucson for Frost & Sullivan’s Customer Contact West MindXchange. It’s always a great opportunity to connect with other Trust &…
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I am so excited to announce that we launched our Las Vegas call center on Monday! This has been a multi-year project and I am thrilled to see it…
I am so excited to announce that we launched our Las Vegas call center on Monday! This has been a multi-year project and I am thrilled to see it…
Liked by Tim Lavin
Experience
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Education
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Maine Central Institute
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A party invitation from Suvida Healthcare is a celebration you don’t want to miss! Dancing, food, fun photos, networking. #AEPkickoff It’s also not…
A party invitation from Suvida Healthcare is a celebration you don’t want to miss! Dancing, food, fun photos, networking. #AEPkickoff It’s also not…
Liked by Tim Lavin
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There’s something powerful about taking full ownership of your job — showing up every day with purpose, taking on more than what’s asked, and doing…
There’s something powerful about taking full ownership of your job — showing up every day with purpose, taking on more than what’s asked, and doing…
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Imagine being 20 years old and moderating a discussion with the President of the New York Federal Reserve, President John Williams. Incredibly proud…
Imagine being 20 years old and moderating a discussion with the President of the New York Federal Reserve, President John Williams. Incredibly proud…
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Today marks 15 years since our journey began in Presque Isle Maine with our grand opening. We were honored to have the governor, state and local…
Today marks 15 years since our journey began in Presque Isle Maine with our grand opening. We were honored to have the governor, state and local…
Liked by Tim Lavin
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Week one back in the Philippines 🇵🇭!!! Working here again has been nothing short of a dream finally landing on the runway. Even better, I get…
Week one back in the Philippines 🇵🇭!!! Working here again has been nothing short of a dream finally landing on the runway. Even better, I get…
Liked by Tim Lavin
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Grateful to LiveOak Ventures and Julianna Giraldo for convening such an inspiring gathering of female leaders and NextGen trailblazers. TalentGuard…
Grateful to LiveOak Ventures and Julianna Giraldo for convening such an inspiring gathering of female leaders and NextGen trailblazers. TalentGuard…
Liked by Tim Lavin
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📣 Hot off the press: WSR Q3 2025 – 45 Years of HR Technology: People, Processes, and Products 𝗘𝘅𝗽𝗹𝗼𝗿𝗲 𝗶𝘁 𝗻𝗼𝘄 𝗮𝘁 IHRIMedia.com 𝗼𝗿…
📣 Hot off the press: WSR Q3 2025 – 45 Years of HR Technology: People, Processes, and Products 𝗘𝘅𝗽𝗹𝗼𝗿𝗲 𝗶𝘁 𝗻𝗼𝘄 𝗮𝘁 IHRIMedia.com 𝗼𝗿…
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I’m excited to welcome Peak Support to Ubiquity! This acquisition builds on our vision of a global, flexible delivery model. With Peak Support, we…
I’m excited to welcome Peak Support to Ubiquity! This acquisition builds on our vision of a global, flexible delivery model. With Peak Support, we…
Liked by Tim Lavin
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William Paterson University of New Jersey seeks an exceptional leader to serve as the next Vice President for Institutional Advancement. The Vice…
William Paterson University of New Jersey seeks an exceptional leader to serve as the next Vice President for Institutional Advancement. The Vice…
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TSI - Transworld Systems Inc.
Today we announced that TSI has acquired DebtNext Software, LLC, provider of the dPlat recovery management platform. Pairing dPlat with TSI’s revenue recovery solutions gives clients a single, technology-enabled approach to manage post-charge-off portfolios, optimize vendor networks, and strengthen compliance across financial services, healthcare, telecom, and more. Read the release here → https://lnkd.in/gAwPMaiq #TSI #DebtNext #RevenueRecovery #CollectionsTech
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BuildSteel
CEMCO, LLC is expanding with a 140,000-square-foot Commerce City, Colorado, distribution center, boosting operational efficiency and enhancing service for Denver-area customers. Operations are set to begin in early 2026. Learn more https://ow.ly/TMzE50WEB7L #BuildSteel #CFSteel #SteelFraming #SteelNews #ConstructionNews #Manufacturing JFE Shoji Corporation
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New York City Office of Technology & Innovation
🎓🚀 OTI & NYC Citywide Administrative Services recently launched NYC’s first-ever IT Management Academy! 👩🏻💻🧑🏾💻 Over the next three months, 27 IT leaders from 19 city agencies will take their skills to the next level to better serve their agencies and 8.5 million New Yorkers. 📚 🏋🏽 We’re raising the bar on tech across city government. Read more in Government Technology: https://on.nyc.gov/4mqTZdD
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Qualia
In today’s fast-paced market, empowering your team with the right tools is essential for success. For Timothy Jamison, Chief Operating Officer at BesTitle Agency, Inc., finding a software “built for today” was key to not only improving operations but also boosting his team’s confidence in their work. When your employees feel confident with their software, they can focus on delivering the exceptional service your clients expect. Hear more from Tim about how the right technology platform makes employee training easier and empowers his team to excel. Discover their full story in our latest case study: https://lnkd.in/gXXxbehT
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