Director, Contact Center Consulting, NICE Solutions, Coral Springs, CA, USA
Tim Decker is a Director of Contact Center Consulting for NICE Systems. At NICE, he is responsible for leading call center consulting efforts to help NICE clients achieve the full value of the system solution by integrating best practices to achieve value realization in the areas of workforce management, contact center operations, performance management, and process improvements. Over 15 years of multi-call center experience in both a consulting role and operational role managing multiple call centers and vendors who provide customer contact & back office support. A Six-Sigma “Master Black Belt” with over 15 years of process re-engineering experience leading change as a consultant or employee for some of the following notable organizations: Conduent (Xerox), Verizon, USAA, Google, GE, TIAA-CREF, Progressive Insurance, Erie Insurance, Safeco, Kaplan, Hamilton Insurance, Verisk Analytics (ISO), Texas Department of Transportation, PepsiCo, Qwest Communications, and the U.S. Army. Tim has also been a breakout speaker at both ICMI and NICE Interactions Conferences (2 years). Tim holds a B.S. degree from The United States Military Academy at West Point.