Evan Gale Email & Phone Number | Customer care professional with more than 20 years working in the dynamic call center and Information Systems environments of the nation’s second largest cable provider. I led the Time Warner Cable (TWC) enterprise residential care IVR team with particular focus on improving IVR Containment and Automation (call deflection as a direct result of self-service) KPIs while concurrently streamlining the caller experience. IVR Containment improved 10+ percentage points during my tenure – with each 1% improvement representing over 6m in annual cost savings - with caller IVR CSAT improving YOY. Currently, I am the director of IVR and IVA (Interactive Virtual Assistant) for Charter Spectrum concentrating on gaining synergies across both platforms and driving customer Omni-channel engagement. Keywords: Automation, Self-service, IVR, Virtual Assistant, Omni-channel, multi-channel, Nuance, West Interactive, NextIT, Creative Virtual, Touch Commerce.

Evan Gale

Customer care professional with more than 20 years working in the dynamic call center and Informatio...
Orange County, California, United States

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Evan Gale’s Location Orange County, California, United States

Evan Gale’s Current Industry Paypal

Evan Gale’s Prior Industry Charter Communications | Time Warner Cable | Time Warner Cable Enterprise Care Shared Services

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IVR Business Strategy Owner

2018-04-01 00:00:00 - Present

Director, IVR and IVA Strategy

2015-06-01 00:00:00 - 2017-05-01 00:00:00

Director, Enterprise IVR and Outbound Strategy

2014-03-01 00:00:00 - 2015-06-01 00:00:00

Director, Tools Integration & Innovation

2013-01-01 00:00:00 - 2014-03-01 00:00:00

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Evan Gale is a Customer care professional with more than 20 years working in the dynamic call center and Information Systems environments of the nation’s second largest cable provider. I led the Time Warner Cable (TWC) enterprise residential care IVR team with particular focus on improving IVR Containment and Automation (call deflection as a direct result of self-service) KPIs while concurrently streamlining the caller experience. IVR Containment improved 10+ percentage points during my tenure – with each 1% improvement representing over 6m in annual cost savings - with caller IVR CSAT improving YOY. Currently, I am the director of IVR and IVA (Interactive Virtual Assistant) for Charter Spectrum concentrating on gaining synergies across both platforms and driving customer Omni-channel engagement. Keywords: Automation, Self-service, IVR, Virtual Assistant, Omni-channel, multi-channel, Nuance, West Interactive, NextIT, Creative Virtual, Touch Commerce.

Evan Gale has prior
experience in the following industries:
Charter Communications | Time Warner Cable | Time Warner Cable Enterprise Care Shared Services

Evan Gale has the following professional experience:
Paypal | Charter Communications | Time Warner Cable | Time Warner Cable Enterprise Care Shared Services