As vice president of Program Success at Working Solutions, April Wiita’s title defines her work: Ensuring ever-ready, up-and-running service for client’s customers. Whatever it takes. And often, it takes a lot.
She leads on-demand contact center operations for clients across the U.S. and in Canada. In recent years, April has directed remote workforces in the face of hurricanes Sandy, Matthew and Harvey.
She also led agents during 2013’s winter storm Nemo and this year’s series of nor’easters, with three striking within 10 days. “Sometimes, there’s just no let-up. Predictive planning, combined with the right processes and professionals, helps you outmaneuver the direst predictions.”
“Want to ensure nonstop service? Then, you’d best prepare—whether it’s for everyday business, seasonal spikes or bad weather.”
April’s contact center industry career spans 22 years. Her experience includes brick-and-mortar and virtual operations, onshore and nearshore. She excels at transforming traditional call center practices into modern-day customer care, blending artificial intelligence with intelligent agents.
Educated at the University of Wisconsin – Superior, April directs Working Solutions’ on-demand contact center operations from her alma mater state. “Being virtual, we can scale resources from anywhere across the country. As such, our services are fluid and responsive.”