Kyle Ostermann
Senior Advisor and Consultant @Line One Contact Centres Inc.
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WORK HISTORY
Senior Advisor and Consultant @Line One Contact Centres Inc.
2021 - Senior Advisor & ConsultantWith my focus moving to Advisory Services in the Customer Experience and Service Desk space, my role at Line One remains as a Senior Advisor to the operational team, bringing my extensive background in these areas to the team, allowing the organization to continue to grow and help its customers achieve an exceptional level of Customer Experience.
EDUCATION
University of Calgary
Bachelor of Arts (B.A.)
SKILLS
ABOUT KYLE OSTERMANN
Results Focused Customer Experience and Contact Centre Leader with a proven track record of increasing Customer Experience Engagement and Contact Centre performance.• Customer Experience Management: experienced consultant focusing on assessment, roadmap, and transformation for people, process and technology for Customer Experience Management, ensuring consistent alignment with organizational goals and priorities• Quality Assurance Best Practices: Designed, Deployed and Managed industry leading QA programs across multiple industries, process environments, and diverse agent skillsets• Contact Centre Infrastructure (ACD/QM/WFM): UCCX/E, Verint, NICE, Calabrio, Upstream Works, Cosmocom, ComputerTalk, Genesys • CEM KPIs, SLAs & Other Metrics: Leader in the design, development, justification, and deployment of KPIs and SLAs; expert in the CEM KPI analytics and adherence; Delivered strategies for alignment of reporting and measurement of these against corporate goals and governance requirements• Work From Home / Remote Work expert: Championed the design of operational best practices for remote work teams in Contact Centre and other industry segments• Contact Centre Operations: Leader in industry best practice to ensure efficiency, productivity, cost-alignment, and high CSAT/ESAT results through understanding of business, team, and client goals
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