As you can imagine, the role of contact centers has changed significantly over the years. From what began as a relatively simple process that involved much scripting and low levels of expertise, contact centers have now evolved into something much more involved. The role of a contact center has become more focused on customer retention and generating profit. … [Read more...]
As consumers become increasingly tech savvy at exponential rates, the demand from them has been met with concerns from businesses. The greatest thing that consumers are looking for right now is data – at minimum, they want to know about a company’s products, services, and social media connections at rapid rates, and many companies are struggling to meet these … [Read more...]
As I mentioned early on in this blog, we know that social media is changing the face of customer service and the customer experience. At USA800 we understand this and have begun to incorporate social media channels into our contact center service experience to improve our own brand and extend those advancements to our customers. We have all witnessed kids … [Read more...]
Tom received his bachelor’s degree in political science and economics from Bucknell University, Lewisburg, Pennsylvania. He has been nominated for Ernst & Young’s Entrepreneur of the Year award, and is involved in community service, including a local mentoring program for youth. Most recently, Tom was awarded Ingrams Magazine Top 40 Under 40 Award a prestigious award for leaders in the Kansas City business community.
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