Jack Jones to Replace Steve Leckerman as EVP-COO of NCO Group
August 9th, 2011Source: insideARM.com
NCO Group, Inc., a global provider of business process outsourcing services, announced today that Steve Leckerman, Executive Vice President and Chief Operating Officer (COO), will be leaving the company by October 31, 2011 to pursue other opportunities. Leckerman joined NCO in 1995 and was named COO in 2007.
Ron Rittenmeyer, President and CEO, said, “Steve has been a valuable and key employee of NCO. We wish him well in his next endeavor and sincerely thank him for all that he has contributed to the success of the company.”
Jack Jones, a former executive with JPMorgan Chase, will assume the role of Executive Vice President and COO effective immediately. Jones, 56, spent 25 years with JPMorgan Chase where he was most recently Senior Vice President and Managing Director of Global Solutions responsible for the enterprise wide globalization strategy which included operations involving over 35,000 employees delivering services to all lines …
NCO Uses Data Analysis for Better Call Center Performance
January 30th, 2010NCO Group, Inc., a provider of business process outsourcing services, announced the deployment of a Web-based software tool to track and analyze customer behavior patterns, leading to better, data-driven business decisions.
“uNCOver” is one in a set of analytical tools in NCO’s proprietary Insite call center management suite of applications, designed to improve performance in the call center.
NCO program managers use uNCOver as part of a structured analysis methodology to improve results for clients. uNCOver helps achieve goals such as enhancing the customer’s experience, reducing the incidence of repeat calls, increasing first-call resolution, and dentifying automation opportunities. The tool also helps gather data needed to support making the business case to drive process and system improvements.
uNCOver features desktop data capture, which automatically gathers relevant data useful for analyzing call trends and patterns. Browser-based, uNCOver is easy to deploy, allows immediate updates, and tightly couples to host systems.
NCO agents use uNCOver’s drop-down …
