Producer of Call Center Week Lisa Schulman Interviews ING Direct's VP Head of Sales and eService David Bradshaw

When David Bradshaw, Vice President and Head of Sales and Service, was asked to turn around the ING call center he looked at five key areas. Bradshaw eventually increased call center engagement over 80 percent by looking at the following: the rocky economic environment, the amalgamation of two call centers and business lines, organizational changes, call volume and the overwhelming amount of new hires. Tasked with a complicated challenge, Bradshaw and his team also focused on getting CEO and l... To continue reading this story Click Here