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Don Young, COO, Protection 1
"Our first goal was to deliver ...
"Our first goal was to deliver actionable data to employees in a much shorter period of time than they had been used to," says Donald Young, CIO, Protection 1.
The second goal "was to be transparent with our customers, [by creating] Web portals that our customers [could] use to help themselves.
And the third [goal was] to improve the customer experience in our call center - and help operators reduce their average handle time."
Improving customer service in the contact center
The contact center issues were relatively easy, or straightforward, to fix, says Young
"All of our [customer] data comes from essentially MASterMind or Avaya," Young
"Our first-call resolution, which is a very important metric for us, improved substantially," says Young
"We wanted customers to see the value that they were getting from us," says Young
Newsletter - I-View Now
Don Young, CIO of Protection One, Testimonial
Testimonial from Don Young, CIO of Protection 1
New CIO appointments, spring 2016 edition | CIO
Donald Young was appointed CIO of home security company ADT.
Young was most recently CIO and COO for Protection1.
Don Young, COO of ...
Don Young, COO of Protection 1, was appointed as the board liaison giving the CSAA Board oversight and direction to the CVEC.