Author Archive

13
Jun
2012

Pam Treanor

Pam Treanor, an Associate Consultant, began her career in the telephone industry, crossing a variety of fields such as employee management, sales, finance and budgets within the contact center operation. Besides the telephone and cell phone industries, she

13
Jun
2012

Bill Maikranz

Bill Maikranz is a senior consultant with an expertise in call center technologies, focusing on the both the new VoIP voice solutions and the traditional TDM architecture. He begins engagements focused on the client’s business requirements when

02
Aug
2011

Contact Center 411 Emerges in Consulting Field

Phoenix, AZ – August 1, 2011 Contact Center 411, a tailored and comprehensive resource for all customer‐service needs, today announced its launch. Partnered by Industry experts Noel Colaco, Brian Golden, Kirby McLennan, David Raia, and Elliott Winit, the company aims to provide high value while mentoring and sharing knowledge and

25
Jun
2011

Saving the Sale

Saving the Sale

Call me a sucker, but I saw an internet advertisement for a free sample of a dietary supplement that I wanted to try and I went for it…knowing that I had to give my credit card number and if I didn’t call them to cancel, they were going to start

11
Jun
2011

Effective Call Routing Equals Faster Service for Customers and Lower Costs for Companies.

Effective Call Routing Equals Faster Service for Customers and Lower Costs for Companies.

It was that time of year…I received the annual “escrow analysis statement” from my mortgage company. For customers in many states who choose to have their real-estate taxes impounded and paid by their mortgage company, this is the statement that shows their forecast of disbursements from these impound accounts, for

29
May
2011

Welcome

Welcome

Welcome to my customer experience blog. Here I write about the kind of experiences we all have as customers every day. Some of them are good, some are bad. Regardless of that, there’s always a lesson to be learned…either from what an organization did that resulted in a good experience,

28
May
2011

Lilly Cho

  Lilly Cho uniquely combines strategy and execution in implementing enterprise wide initiatives that improve her customer’s return on investment and increases in their bottom line results. Lilly has enabled her clients to report record growth and profit within

28
May
2011

John Fahrnkopf

John Fahrnkopf is a contact center technology consultant with more than 20 years of broad technology consulting experience, focusing the past 14 years delivering benefit to customer service centers through technology and operations optimization and improvement, including roles

28
May
2011

Lois Whitman

Lois Whitman has managed large and small contact center operations and worked as a consultant in the industry since 1974. She has particular experience in verticals such as healthcare insurance, hospitality/travel reservations, pharmaceutical, publishing and governmental services contact

28
May
2011

Everybody Wins When You Offer Customers a Choice

Everybody Wins When You Offer Customers a Choice

On a recent trip to the Boston area, I was lucky enough to get a low rate to stay at the Le Meridién hotel in Cambridge, Massachusetts. As I was settling into the room, I noticed a card advertising a program they’re offering. The program offered me the option of