Contact Center Solutions Featured Article

Convergys Appoints Call Center Veteran To COO Position

January 22, 2008

Convergys (News - Alert) today announced the appointment of William T. Higginbotham to the position of Vice President Operations and Chief Operating Officer, Accounts Receivable Management. In this role, Higginbotham will be responsible for the continued revenue growth and profitability of Convergys' Accounts Receivable Management business. He will report to Clint Streit, president of Customer Management at Convergys.
 
Convergys provides a range of customer and HR solutions, backed by technology, business analytics and consulting services. It is one of the largest providers of outsourced call center services in the world.
 
Higginbotham is no stranger to the call center world. He has served in a series of key positions with teleservices provider NCO Group Inc., directing call center and recovery management profit centers. He also held senior credit services positions with BancOhio National Bank and senior operations positions with First North American National Bank, a wholly owned subsidiary of Circuit City Stores, and CitiCorp Retail Services.
 
Higginbotham was most recently Group Operation Head of the global unsecured collections division of Ocwen Financial where he was responsible for increasing collection performance by over 300 percent in the company's off shore collection operations. He was also responsible for the successful acquisition effort of another receivables management company while at Ocwen.
 
"Our Accounts Receivable Management business uses leading-edge technology, a highly trained onshore and offshore staff, and proven processes to deliver collection services that maximize recoveries and increase returns for our clients," said Clint Streit. "With more than 27 years of experience in the collections and financial services businesses, and with his leading role in bringing various business acquisitions to successful completion, Bill's background is well suited to meet our immediate needs and strategic plans for growth."
 
The announcement comes on the heels of last month's election by the Convergys board of one of its members, Philip A. Odeen, to be non-executive chairman. Odeen replaced James F. Orr, who announced his retirement early last year.
 
Tracey Schelmetic is editorial director for CUSTOMER INTER@CTION Solutions. For more articles please visit Tracey Schelmetic’s columnist page.
Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers whitepapers, case studies and other documents which are free to registered users.
 
Today’s featured white paper is Best Practice Checklists for Contact Center and CRM Integration, brought to you by AMC Technology.

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