Dan Rickwalder, President
The Proactive Planning Group was founded in 2009 as a family owned business with four operating principles:
1. Provide end to end solutions for our clients that allow them to become self sufficient in their contact centers.
2. Make our clients and partners successful...which will ultimately lead to our success.
3. Build strong relationships with our customers, partners, families and friends.
4. Ensure expert consultation by providing clients with the right expert and the right solutions.
Dan Rickwalder, founder and President of PPG, is an industry leading consultant, author, seminar leader and speaker with over a decade of experience consulting in the customer service 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 is regarded as an expert in Workforce Management and Optimization, as well as Contact Center Operations.
Dan's prior experience includes directing the Planning and Analytics practice at ICMI (the International Customer Management Institute). At ICMI he built the Planning and Analytics practice from the ground up- introducing new consulting products, outsourced WFM services and developed 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 being a member of the Society of Workforce Planning Professionals. He actively contributes relevant industry information through his Twitter and LinkedIn accounts. Dan holds a Bachelor's Degree from James Madison University.