The Proactive Planning Group was founded in 2009 as a family owned business with three operating principles:
Providing end to end solutions for our clients that allow them to become self sufficient in the practice of workforce management.
Making our clients and partners successful will ultimately lead to our success.
Building strong relationships with our customers, partners,families and friends is the key to our success.
With these three principles in mind, we strive to provide the best solutions for our clients. Solutions that meet the needs of your business, your employees and your customers.
Dan Rickwalder, founder and President of the Proactive Planning Group, is an industry leading consultant,
author, seminar leader and speaker with over a decade of experience working and
consulting in the contact center industry.
Throughout his career Dan has been a passionate advocate for improving
the value of contact centers by focusing analytics and the planning process on
meeting the needs of customers, employees and the business.
Dan’s prior experience includes directing the Planning
and Analytics practice at the International Customer Management Institute
(ICMI). At ICMI, he built the Planning
and Analytics practice from the ground up- introducing new consulting products,
outsourced WFM services and developing the highly regarded WFM Boot Camp
training. He has held a variety of call
center leadership positions at Ascend One Corporation, Sylvan Prometric and
iSKY- an outsourced call center operation with clients in many industries.
Dan is a certified ICMI Training Associate and a
COPC-Six Sigma Yellow Belt. He is involved with several industry groups
including a board member at the American Teleservices Association’s Potomac
Chapter and is a member of the Society of Workforce Planning
Professionals. He holds a Bachelor’s
Degree from James Madison University.
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