Angela Garfinkel, president of Quality Contact Solutions (QCS), welcomes Rich Hamilton as its director of implementation and team improvement leader. This new position is an essential component of QCS’s growth strategy. “We have experienced significant growth in 2012 which led us to evaluate where we needed additional human capital. Rich’s past experiences and his out of the box thinking will help us embrace new technologies, techniques and processes that will enable all of us to be more effective for our customers, both new and existing,” remarked Angela.
Mr. Hamilton will oversee the implementation of all new programs as well as managing the continuous improvement process of existing programs. In addition he will be responsible for overseeing all training and employee development efforts. One of our core principles is a commitment to enhanced training for all of our employees, at every level within our organization.
Rich comes to QCS with eight years of experience working in and managing a variety of mid to large call centers. His career began as so many in our industry, as a call center agent. After finishing his degree, Rich was drawn back to the contact center industry and worked his way up through several different positions. Through Rich’s creativity and ability to lead, he has successfully managed the implementation of various new technologies, processes, procedures, and projects. Rich has successfully integrated social media into the contact center, reducing FTE’s, producing real ROI for clients. Rich has a B.S. in Business Management with an emphasis in Marketing.