Pearce has created tactical plans to optimize call center efficiencies including agent productivity and call routing optimization. She also led the development and deployment of a new retention compensation plan for the Central Division. “Driving efficiencies is key,” she says. “Our inbound sales centers are located in multiple states and in multiple locations.” Pearce, a graduate of the NAMIC Executive Leadership Program, actively mentors minorities through The Consortium for Graduate Study in Management.
What’s your biggest professional accomplishment in the past 12 months?
In my current role driving efficiencies is a key objective. Our Inbound sales centers are located in multiple states and in multiple locations. This location strategy presented a unique set of challenges to ensure the highest level of customer satisfaction. This year I was successful in creating a Virtual location which enabled all the locations to virtually act as one large center. I am especially proud of this achievement because it required technology changes, agent training and compensation modifications. Also, this level of effort had never been accomplished at our company. I was very fortunate to be supported by a very talented group of professionals who were equally committed to making it work.
Best business advice you’ve received?
Find something you are passionate about and make that your career.
How do you define diversity?
Diversity is inclusion of all people to drive toward a common goal. It allows us to leverage our differences to create a better workplace, customer experience and American culture.
How can cable better support diversity?
Cable has made tremendous strides in supporting diversity. I believe mentorship is the key to ensure today’s success translates into tomorrow’s greatness.
What’s been the biggest story in cable this year?
The biggest cable story this year has been the pursuit and ultimate stoppage of the Comcast Cable Communications Inc. merger with Time Warner.
How do you define success?
I love this quote and agree it truly defines success: “Success is peace of mind, which is a direct result of self-satisfaction in knowing you did your best to become the best you are capable of becoming,” – John Wooden