Victor Janey is a nationally recognized contact center management expert who delivers personalized customer experience and deploys state-of-the-art technologies to reduce costs and improve service. He has managed many of General Dynamics IT’s citizen-facing contact centers, with 22 years of program management experience and 14 years of experience specific to managing some of the largest federal civilian contact center operations, including a wide range of services and complexities.
Mr. Janey has led teams that delivered more than 100 million interactions across multiple sites and channels, with a blend of CSR-assisted and self-response interactions, and all with cyclical and spiking volume. Vic has been successful in delivering best-in-field service levels and consistently exceeding 90 percent customer satisfaction ratings. He has been a member of Forrester Research’s Digital Strategy and Channel Management Board, a Thought Leader for Frost and Sullivan’s Customer Engagement Leadership Council, and holds certifications and membership with a number of professional customer experience and contact center associations.
Mr. Janey holds a BA in English from Cornell College.