Tracey Sloan turned her high-touch employee relations degree into high-tech contact center expertise. And it happened more than 20 years ago at the Ford Motor Company’s worldwide helpdesk.
Computer science grads working there had little patience for customer service. Enter Tracey, as team leader at Compuware Corporation, managing the helpdesk’s day-to-day operations. She introduced customer care into the calls—and it worked. Tracey later applied this approach at a 300-seat call center as senior program manager for GE TechTeam, responsible for client relations for seven different Hewlett-Packard programs.
Joining Working Solutions in 2000, she led its virtual contact center operations. Over 13 years, Tracey ran or consulted on delivering 85 client programs—ranging from inbound and outbound work, technical support, program retention, sales and market research. Today as vice president of innovative solutions and support, she makes sure agents are well equipped—in both high tech and high touch.
In 2014 and 2015, Tracey decided to up her game by running sprint triathlons. Half-mile swim, 20K bicycling and 5K run. “You can do anything you set your mind to—in life and in business.”
Tracey has led brick-and-mortar call centers and virtual contact service operations. “Zip codes limit bricks and mortar to butts in seats.” Virtual instead draws from broader talent, self-starters who choose to work this way. “It’s a better business model.”
With 20+ years in the contact center industry, Tracey’s experience spans nearly a dozen telephony platforms and multiple customer relationship management and quality databases. “Whatever the IT, you innovate to evolve its value for clients.”