Tim Osborn

Tim is passionate about improving processes for quality, efficiency and ultimately the bottom line. Trained in quality management systems and having led shop floor and administrative teams on the journey of continuous improvement and pursuit of excellence, he is now focused exclusively on the contact center space as part of the Covington Creative team.

eyedogz_banner1

14

Oct2015
eyedogz Wins 2015 Product of the Year Award TMC recognizes eyedogz as top dog in real-time dashboards Seattle, WA, September 25, 2015 - Covington Creative announced today that TMC, a global, integrated media company, has awarded eyedogz® a 2015 Communications Solutions Product of the Year Award. Eyedogz® is a fully customizable, real-time dashboard used ... Read More
October 14, 2015Tim Osborn
ICMI_2015_LV

14

Oct2015
Don't miss the 2015 International Customer Management Institute (ICMI) event in Las Vegas, October 19-21. Spotlight 04: Covington Creative presents with SAP Being able to meet expectations towards great customer experience is not about accomplishing a one-off project. Rather, it ... Read More
October 14, 2015Tim Osborn
CTI_supercharge_salesforce

06

Oct2015
Salesforce.com users can supercharge agent efficiency and personalize the customer experience by embedding omni-channel communications (voice, email, chat, SMS, Web, Fax) right into their Salesforce user interface. Route inbound communications to the right agent every time based on business rules and screen ... Read More
October 6, 2015Tim Osborn
C4C-CTI-Supercharge

15

May2015
Omni-channel routing complete with screen pop! Supercharge productivity and personalize the customer experience by integrating your telephony platform with your SAP Cloud-for-Customer (C4C). For the ultimate experience, SAP Contact Center (CCtr, formerly BCM) integration enables omni-channel routing complete with screen-pop and more! Need ... Read More
May 15, 2015Tim Osborn
OE_challenge_10

15

May2015
Customer Experience is Still King! In a previous article on Contextual Awareness, we discussed the impact of the customer experience to your bottom line and creative ways customer data is being leveraged to personalize the customer experience that is fast and easy. In this article, we discuss how the same principles ... Read More
May 15, 2015Tim Osborn
SP8_is_here-3

14

May2015
SP8 is finally here, loaded with awesome new features, and the best part is the upgrade is FREE for Covington AMS subscribers! SAP has, for the most part, moved away from a 'release' model to a 'service pack' model which typically includes a lot of new functionality previously seen in ... Read More
May 14, 2015Tim Osborn
mirage_las_vegas

13

May2015
Its time for the 16th Annual Call Center Week! Once again, Covington Creative will join SAP on customer engagement best practices and strategies. Stop by the SAP booth (#709/711) to say hello and discuss opportunities to better engage your customers. June 15-19, at The Mirage, Las Vegas, Nevada. For more information on the event, ... Read More
May 13, 2015Tim Osborn
eyedogz_post2

31

Mar2015
A number of leading International and North American companies have taken customer satisfaction to the next level using a newly developed dashboard solution called eyedogz. Eyedogz is designed to unlock the power of your contact center allowing real-time, actionable insight into contact center performance ... Read More
March 31, 2015Tim Osborn
CTX

06

Mar2015
Customer Experience is King More than ever before, the customer experience is a key factor in overall customer satisfaction, capable of the biggest impact to your bottom line. While integrating customer data to enhance the experience is by no means a new concept, as the bar is continually raised it's the ... Read More
March 6, 2015Tim Osborn
eyedogz_queue1

06

Mar2015
Visualize data in a way that brings attention to your KPIs. CONFIGURABLE ALERTS Each component has configurable thresholds for your key-figures, and can be set up to take action when those thresholds are breached. Under such circumstances, the colors can change, an e-mail can be sent, or an audible alert can be ... Read More
March 6, 2015Tim Osborn