Contact Center Solutions Provider TouchStar Changes Management Structure to Accommodate Growth

By Susan J. Campbell

TMCnet Contributing Editor

 

Most organizations yearn for growth, even is it means that change is inevitable. Change is definitely one constant in the contact center industry. TouchStar, a global contact center solutions provider, is not immune to change and is actually embracing it as the company is preparing to support its future growth. These changes primarily affected three of the company’s business units.

 

TouchStar’s Hosted Products division is now being run by Tiffany Kreinbrink. For several years, Kreinbrink has led the Collections Division as president, having built the division from the ground up. The company is convinced that as president of Hosted Products, Kreinbrink will boost business development. Kreinbrink is one of only two TouchStar "President's Award" recipients.



The Hosted Division’s former Director, Kyle Fox, has been appointed to Kreinbrink’s prior role as Collections Director. Fox offers many years of hands-on experience from previously working in the Collections industry. The company anticipates that his operational expertise will help to maximize customer satisfaction for collections industry clients.

TouchStar also identified the need for expansion of its Marketing Department to support global growth. As a result, Brian Smits has been names Global Director of Marketing for TouchStar. Smits previously held dual roles as Director of Sales and Marketing for the Americas.

TouchStar anticipates that Smits’ new focus will help the company to expand globally by focusing on strategic product marketing, corporate marketing and lead generation. Smits has been recognized for successfully leading the America’s sales team above quota since his arrival, in addition to his recent completion of a successful corporate branding update.

To try and fill Smits’ shoes, Chris Rieple has been promoted to be the Americas Sales Director. Rieple has been contributing to the company’s strategic goals as a Sales Manager and TouchStar has confidence that he will continue to develop the sales team in an effort to achieve their goals and drive revenue for the organization.

A new position has also been created to support the global sales team. Fred Stacey has been named the International Product Manager with a focus on assisting the international sales team with training, materials, and sales support. Stacey’s background in sales management, training and sales engineering is expected to provide the international team with a solid team member to improve their ability to serve clients.

Steve Bederman, TouchStar's CEO, commented in a Friday statement, "TouchStar is changing globally, dynamically and exponentially to accommodate the growth we've experienced in just a short amount of time. It is an exciting time for us here at TouchStar, as well as for our clients. We are continuing to add products, services and expansion to serve clients around the world. This change in our management structure will improve our ability to meet our growth plan, while continuing to provide world class customer service."

TouchStar has grown from 50 employees to over 180 across the globe in just two years. The company has also introduced four new products and service, while further developing its core call center solutions. TouchStar attributes its success to the powerful leadership, knowledge and passion that drives the company’s team to focus on its clients.

In the contact center area, a primary focus on the customer has to be the top priority. TouchStar appears to have that concept down, considering its rapid growth. Although the company is likely to experience some growing pains, the implemented changes are sure to help propel TouchStar forward in their growth strategy.

 

 

Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.