To guide and direct Impact Technologies’ expanding presence in the contact center marketplace, we have added the position of Contact Center Practice Manager. We are pleased to announce Marsha Roach has joined our team in that new role. Marsha brings a wonderful combination of experience in both contact center operations management and contact center product management. Marsha is passionate about the effective blending of best practices with technology to maximize positive caller experience, increase productivity and profitability, build strong customer relationships and optimize performance metrics. Marsha will be collaborating with our customers to drive the right processes and metrics to keep their contact centers running at a high level of performance. She will provide consulting services on center organization design, call flow design, metrics and analytics, financial management and more.
Marsha has spent much of her career working in the field of contact centers. She spent the last two years managing the Billing Customer Service department for Henry Ford Health System. Her responsibilities involved creating a vision and strategy in Customer Service for meeting the health system’s goals for being a World Class Revenue Cycle team. This involved hiring appropriate staff, creating a support staff, and maximizing the use of the contact center applications purchased by the health system. Prior to that Marsha worked for Siemens/Unify for 30 years, 25 of those years involved with Contact Centers and Contact Center Product Management activities. In her role as US Product Manager, she was responsible for executing the Global market strategy for Contact Center products in the US. This included product introductions, sales and technical training rollout, change requests and customer escalations. In her global role, she was responsible for contract negotiations and bringing to market processes for both Unify contact center applications as well as complimentary third party applications.
Marsha is anxious to meet our OnTraQ customers and new prospects and ready to roll up her sleeves and get to work to optimize your contact center operations. Contact Marsha today at or 248.464.2108 to get a jump start on achieving your goals in 2017.