CH Consulting Group Welcomes Eric Rice, Contact Center Leader and Customer Experience Expert

September 25, 2017, International Falls, MN – In response to continued growth, CH Consulting Group (CHCG), a leader in the BPO/Contact Center space for more than 20 years, is welcoming a new team member. Eric Rice has more than 25 years of contact center management experience, and his knowledge and expertise complement and enhance the services offered by CHCG. “Throughout his career, Eric has proven himself to be a valuable asset to contact centers of all sizes,” says Christa Heibel, CHCG Founder and CEO. “His ability to demonstrate ROI makes him a great fit for the CHCG team, as we are dedicated to providing real results for clients.”

In his most recent position as Vice President-Customer Experience at Imprimis Rx, Rice was responsible for the oversight of a multi-site customer service operation, including data entry and adjudication services. In only 12 months, Rice evolved the contact center from answering less than 50 percent of calls to consistently answering more than 97 percent. During that time, Rice utilized his experience and knowledge of formal training materials and agent metrics tracking to reduce average handle time by 13 percent. He also reduced processing time from 5 days to 12 hours and, through a series of workflow enhancements, reduced overall workload by 15 percent. Rice will play a key role in helping CHCG’s enterprise clients realize significant cost savings through more focused Work Force Management modeling.

Rice also held the position of Vice President at Philidor Rx Services, where he initially assumed responsibility for 60 agents and, over the course of 2 years, managed growth to 600 agents across two geographic locations. “When I first met Eric, he was managing one of the best-run contact centers I have ever seen,” Heibel says. “He is an expert when it comes to implementing best practices, providing stellar customer experience and supporting a thriving agent culture.”

As Senior Manager of Strategy and Operations (WFM) for Comcast Business Class, Rice contributed to the growth of the business, which went from 70 agents to 500 over the course of 7 years. “I thrive on the challenge of transforming contact centers from ordinary into best-in-class operations,” Rice says. “And I look forward to using my expertise to help CH Consulting Group clients do just that.”

CHCG has experienced exceptional growth in the last year, due in part to its ability to provide value for larger Fortune 500 companies through services such as human resources and talent management; customer experience, including retention and growth; and complete technology systems assessments, RFP processes and implementation.

CHCG is a highly effective group of consultants that provide customized solutions for eliminating business pain and implementing strategies for success. CHCG consultants act as an extension of clients’ teams to serve as catalysts for change. For more information, visit chconsultinggroup.com, call 218-286-4006 or email [email protected].