Greetings from beautiful Charleston, SC!
Since 1983, I’ve partnered with clients throughout the Southeastern US to help them improve their Contact Center and Front Line Service operations through consulting assistance with Processes, Procedures, People and Metrics.
- Start-up of new inside sales, tech support and service centers
- design and present customized training programs for agents, CSRs, TSRs and supervisors
- audit existing centers, make recommendations for strategy and operational improvements.
- Work directly with Contact Center managers on operational, personnel and motivational issues
- Manager/Supervisors training on how to effectively do phone skills coaching with their team members.
Experienced in financial, hospitality, publishing, medical, insurance, manufacturing and technology industries.
♦ Wondering why I started my consulting business?
Click Here for 2011 Interview by Beyond Success Online
♦ I share my thoughts on Social Media and Customer Experience…
Click Here for 2011 Interview by ReadyPulse
I’m honored to have been chosen as a “Thought Leader” by Deluxe Corporation’s Deluxe Knowledge Exchange team, an online resource designed to help Banks and Credit Unions work together to find solutions to shared business challenges.
Thanks so much for stopping by here. Please let me know what you think about my posts. I hope you’ll join me on Twitter: @mkcallconsult and visit my Website soon.
Best regards,
Melissa
Hi Melissa, I’m so happy to discover your blog. I have found so much useful information here. Thank you for posting!
Greetings from the Baltics!
Labas Geliana! Greetings from Charleston South Carolina. So happy to meet you here and I greatly appreciate your comments about my blog. Come join me on LinkedIn too and let me know if you have a Service blog too.
Hello Melissa! I am enjoying your blog. I see you have experience since 1983. Can you give more detail about your academic background? What additional course work or degrees should one persue to sharpen their skills?
Hello James! Prior to starting my consulting business I worked in Customer Service roles from Rep to Supervisor to Managing Contact Centers. When I first started in the industry we did not have the academic courses available now. Many universities are offering courses in Contact Center topics. Online you have ICMI & customermanagementIQ ( see notice in my side banner here) offering webinars & conferences. My own college background includes a degree in Psychology which is helpful when dealing with training, recruiting & motivation.
The best way to learn is by doing so I highly recommend working as an Agent and reading all you can regarding operations & customer service. I wish you all the best!
“Of course I can, what’s the question?” is the background in my Customer Service.
Reminds me of a story we used in Marriott… The average guest rated the hotel visit an ’8′ with Marriott. If the guest had a problem the rating went way down. But, if the guest had a problem and we fixed or went beyond the solution most ratings were 9.5 to 10. Realizing customer problems are just opportunities to score big!
I enjoy your blog Melissa! Lots of great ideas and practices.
~Andy
Ourlifein3D.com
Hi Andy,
Greatly appreciate you stopping by here and your comments regarding your Marriott experience. You are so right about opportunities from “problems” or errors. We’re going to make mistakes but it’s how we fix them when it happens and how we make customers feel valued while doing so that makes all the difference. Congrats on your new blog (Ourlifein3D.com)!