CRC is happy to announce that Erin Holtorf, quality coordinator at the Austin Center, was selected as its August 2016 Employee of the Month. Erin received a nomination in August for creating the Agent 360 database. This is a tool that gives each contact center supervisor a quick overview of each CSR’s progress. The database offers an at-a-glance view of an agent’s quality score, after call time, OFIs, and attendance information. The tool will be implemented and used at all three sites. In her efforts, Erin demonstrated CRC’s values of service excellence, communication, teamwork, employee-focused, innovation, continuous improvement and member driven.

“Erin took an idea mentioned in a weekly status meeting and ran with it, exceeding expectations,” said Michelle LaVelle, director, service excellence. “This tool will give CSRs the information they need to determine their strengths and areas that need improvement. We appreciate Erin’s innovation and know the Agent 360 database will help supervisors and their employees work together to improve overall service.”

In recognition of being a CRC Employee of the Month, Erin will receive a CRC-logoed clothing item valued up to $50. She is also eligible for consideration for CRC’s 2016 Employee of the Year, which will be selected by CRC’s management team in late January 2017.