Tiffany McNamara has over 20 years of experience in quality assurance and customer service roles at EGS/Alorica in Frankfort, NY. She currently serves as Corporate Quality Liaison, where she leads quality audits across multiple sites, trains new analysts, and ensures alignment with client priorities. Previously, she was a Customer Care Supervisor and Customer Service Representative, where she coached teams, resolved complex customer issues, and met performance goals. McNamara has skills in quality assurance software, workforce management tools, and Microsoft Office.
This document describes a collaboration platform that allows teams to assign and monitor tasks, provide updates, create and manage teams, and collaborate seamlessly through an agile-based web environment for free. It highlights that the platform specializes in services for small and medium enterprises, has over 100 happy clients, offers a money-back guarantee for quality failures, and 6+ years of experience developing the best-in-class and only agile remote management platform.
KEY TeleServices Consulting provides various contact center consulting services including operational reviews and assessments, new contact center design and development, interim management, telemarketing vendor management, quality assurance programs, and training services. They offer script development and labs. Their services include on-site reviews of processes, technology, HR practices, training, QA practices and finances. They assist with new center design including site selection, technology, facility design, organizational design, and staffing. KEY has experience in interim management, vendor management, call monitoring, mystery shopping and custom training programs. They have clients including MasterCard, US Electronics, BI Performance/AT&T, ICT Group/Dell, 360CRM/Comcast Cable, 360CRM/Time Warner
The document outlines a plan to update job procedures for mutual fund trading, corrections, and rejects. Kim Vaughan, Stacey, and Emily will work on updating the procedures over six months. They will devote half their time each day to updates and the other half to daily tasks. Kim will focus on trading procedures, Stacey on corrections, and Emily on rejects. The updates aim to standardize processes, improve quality and efficiency, and reduce costs and risks while complying with regulations.
Great America Networks Conferencing (GANC) is a conferencing provider founded in 2005 that serves over 1000 customers across industries. GANC aims to provide world-class customer satisfaction through billing, customer service, technical support and ensuring 100% satisfaction. Customer satisfaction surveys are conducted regularly and employee compensation is tied to delivering excellent customer satisfaction. GANC owns its entire infrastructure and does not resell other providers' services, allowing it to customize pricing for each client without surcharges or minimum fees.
Virtual Receptionist - An IVRS call forwarding solutions to helps businesses never miss a call.
- Replaces the need of a Human receptionist
- Cuts down costs
- Its available 24*7
This presentation is from Performance Marketing Summit (May 18, 2015 in Boca Raton, FL). Session description: Campaign measurement can show you if your campaign is working well for an advertiser. Learn about the metrics and tips that can keep your campaign live for the long term.
Tiffany McNamara has over 20 years of experience in quality assurance and customer service roles at EGS/Alorica in Frankfort, NY. She currently serves as Corporate Quality Liaison, where she leads quality audits across multiple sites, trains new analysts, and ensures alignment with client priorities. Previously, she was a Customer Care Supervisor and Customer Service Representative, where she coached teams, resolved complex customer issues, and met performance goals. McNamara has skills in quality assurance software, workforce management tools, and Microsoft Office.
This document describes a collaboration platform that allows teams to assign and monitor tasks, provide updates, create and manage teams, and collaborate seamlessly through an agile-based web environment for free. It highlights that the platform specializes in services for small and medium enterprises, has over 100 happy clients, offers a money-back guarantee for quality failures, and 6+ years of experience developing the best-in-class and only agile remote management platform.
KEY TeleServices Consulting provides various contact center consulting services including operational reviews and assessments, new contact center design and development, interim management, telemarketing vendor management, quality assurance programs, and training services. They offer script development and labs. Their services include on-site reviews of processes, technology, HR practices, training, QA practices and finances. They assist with new center design including site selection, technology, facility design, organizational design, and staffing. KEY has experience in interim management, vendor management, call monitoring, mystery shopping and custom training programs. They have clients including MasterCard, US Electronics, BI Performance/AT&T, ICT Group/Dell, 360CRM/Comcast Cable, 360CRM/Time Warner
The document outlines a plan to update job procedures for mutual fund trading, corrections, and rejects. Kim Vaughan, Stacey, and Emily will work on updating the procedures over six months. They will devote half their time each day to updates and the other half to daily tasks. Kim will focus on trading procedures, Stacey on corrections, and Emily on rejects. The updates aim to standardize processes, improve quality and efficiency, and reduce costs and risks while complying with regulations.
Great America Networks Conferencing (GANC) is a conferencing provider founded in 2005 that serves over 1000 customers across industries. GANC aims to provide world-class customer satisfaction through billing, customer service, technical support and ensuring 100% satisfaction. Customer satisfaction surveys are conducted regularly and employee compensation is tied to delivering excellent customer satisfaction. GANC owns its entire infrastructure and does not resell other providers' services, allowing it to customize pricing for each client without surcharges or minimum fees.
Virtual Receptionist - An IVRS call forwarding solutions to helps businesses never miss a call.
- Replaces the need of a Human receptionist
- Cuts down costs
- Its available 24*7
This presentation is from Performance Marketing Summit (May 18, 2015 in Boca Raton, FL). Session description: Campaign measurement can show you if your campaign is working well for an advertiser. Learn about the metrics and tips that can keep your campaign live for the long term.
Shanelle Newton Clapham and Paul Bailey discuss how to integrate your online and offline fundraising channels to acquire new regular giving donors for your charity.
Transcom presentation on home agents, KontaktadagenTranscom
The document discusses the growing trend of home-based agents in customer service. Some key points:
- The number of home-based agents is increasing rapidly and is expected to grow faster than contact center-based agents in the next few years.
- Reasons for the growth include cost efficiency, flexibility, strong recruitment potential, and lower absenteeism.
- Transcom currently has 200 home-based agents in Sweden providing technical support and sales in Nordic languages.
- Operational challenges of managing a remote workforce like recruitment, training, and monitoring performance are discussed along with Transcom's solutions.
This document provides a summary of Daniel Dupuy's career experience as an executive sales manager spanning over 20 years. It highlights his success developing long-term client relationships, managing sales teams, mentoring others, and consistently exceeding sales goals and objectives. His most recent role is as Eastern Regional Sales Manager for Rigid Global Buildings, where he has doubled client bases and increased sales by over 30% within six months.
The typical sales process that a residential property goes through is long and drawn out. Sohail Rashid discusses how the estate agency service needs to catch up with the rest of the consumer world and go digital.
Leon Wilson has over 20 years of experience in sales and management roles in the banking, telecommunications, and automotive industries. He is currently a Retail Sales Executive at Comcast where he is responsible for managing 33 store locations and achieving sales goals. His strengths include being a team player, achieving goals, strong interpersonal skills, and integrity. He has a track record of consistently surpassing sales targets at previous employers including Bank of America, Sears, and AppStar Financial.
Golden Gate BPO Solutions provides global outsourced contact center solutions through certified operating partners. One such partner, Synergy Solutions, is an outsourced contact center located in Phoenix, Arizona that offers multichannel customer support services. Synergy Solutions utilizes a combination of people, processes, and technology to provide clients with quality customer service while striving for operational excellence.
The document discusses customer retention and lifetime value. It begins by explaining why customer retention is important as retained customers buy more, are less price sensitive, and have higher lifetime value. It then discusses how to retain customers by recruiting the right customers, segmenting them by lifetime value, and communicating with them to build loyalty. The document provides an example of a lighting manufacturer that saw 82% increase in orders and 86% increase in order size by building relationships with select customers. It stresses the importance of calculating customer lifetime value to determine which customers to target retention efforts towards. The document outlines how to calculate lifetime value and provides examples of how strategies like loyalty programs and event-driven communications can increase lifetime value. It discusses how lifetime value analysis can
Taleiba Spence is an experienced sales supervisor with over 15 years of experience in insurance, mortgage, and consumer sales. She has consistently exceeded sales goals and led teams to increase profits. Her expertise includes sales leadership, coaching, customer service, business development, and consultative selling processes. Her resume details her career history including roles as an interim supervisor and top sales agent at MetLife, and sales and team leader roles at Wells Fargo Bank, GMAC Mortgage, HSBC, and Enterprise Leasing Company. She holds relevant licenses and has a BA in Biology from the University of North Carolina at Greensboro.
Watch this expert-led webinar to learn effective tactics that high-volume hiring teams can use right now to attract top talent into their pipeline faster.
We started LawnStarter to take the pain out of ordering lawn care. This is the pitch deck we used to raise our angel round of funding.
After raising funding, we launched in the DC area, specifically Fairfax County and Arlington. Now we're expanding into Austin TX as well. I hope you find this deck helpful as you begin to raise funds for your venture!
Marla Shepard is a talented executive with extensive experience leading consumer sales teams and providing outstanding customer service. She oversees a team of 50+ offshore representatives, acts as an escalation point of contact, and liaises with local IT support. Marla conducts weekly meetings to review key performance indicators, onboards new representatives, and provides real-time feedback by live monitoring interactions. She has received several awards for her accomplishments, including onboarding 26 representatives remotely during the COVID-19 pandemic who generated $34.5 million in revenue.
What’s Your Next Move? Building the Case for an Effective CX Strategy Across ...Avtex
This presentation discusses the importance of customer experience strategies for businesses. It outlines objectives to discuss customer experience strategies and what they are, how to keep customers satisfied and loyal, and a call to action. Several examples are provided of companies that excel at customer experience like Amazon with fast delivery and responsive customer service. Metrics are presented showing the positive impact of good customer experience, such as increased customer loyalty and stock market returns. The presentation emphasizes that customer experience is the integration of interactions across all customer touchpoints and outlines strategies for developing a strong strategic customer experience vision.
Kass Folkman has over 15 years of experience as a top-tier sales representative across diverse industries, consistently exceeding sales margins. They have expertise in customer service, relationship building, consultative selling, account management, and client retention. Folkman has a history of career progression through sustained overachievement of organizational objectives, including consistent placement in the top 10% of earners. They have received performance awards for sustained output, quality service, and understanding client needs.
Cindy Moskalyk has over 15 years of experience managing teams and branches at HSBC Bank Canada and Scotiabank. She has a proven track record of executing strategic programs to drive business growth, increase productivity, and deliver excellent customer experiences. Cindy is skilled in sales management, business development, relationship management, and performance management. She has consistently exceeded targets for customer service, sales, and cost reductions. Cindy is described as a passionate leader who inspires teams to achieve success.
This document discusses Centro's MediaOps service, which provides end-to-end digital campaign operations for agencies to help address issues around profitability, execution challenges, and staffing constraints. MediaOps takes over campaign setup, tracking, reporting, optimizations, and other functions so agencies can focus on strategy. The service offers benefits like improved delivery rates and a variable cost model. It is targeted towards mid-sized agencies and can help agencies improve efficiency and profitability of their digital media businesses.
Call Center Services | Order Taking Services | Customer Service | Call Center...Mark wolzer
InSO is one of the finest Call Centers which offers world class, cost-effective Telemarketing Outsourcing solutions to businesses nationwide. Our diversified call centre outsourcing services include; Inbound Order Taking, Sales, Outbound Telemarketing, Customer Service Support, Leads Generation, Call Answering Services, Technical support and many more.Ask our business specialist for more information on our past achievements.
How Remote Agents are Changing Customer ExperienceLiveops
Find out why remote agents are shifting the call center industry and elevating the customer experience. In the CCW Remote Agent Report, you can read insights from top executives on remote agents in the customer service space.
Blueprint for Deploying Remote Call Center AgentsLiveops
This document discusses best practices for leveraging remote agents in a business. It notes that 80% of Fortune 500 companies now use contingent workforces including home-based agents. Deploying remote agents requires new technologies and practices compared to traditional contact centers. Key requirements include maintaining oversight of remote agents through performance tracking and remote training. The document outlines 5 best practices, the first being to select the right technology ecosystem that allows routing of calls, access from any device, and ensures data security and visibility of agent actions.
Shanelle Newton Clapham and Paul Bailey discuss how to integrate your online and offline fundraising channels to acquire new regular giving donors for your charity.
Transcom presentation on home agents, KontaktadagenTranscom
The document discusses the growing trend of home-based agents in customer service. Some key points:
- The number of home-based agents is increasing rapidly and is expected to grow faster than contact center-based agents in the next few years.
- Reasons for the growth include cost efficiency, flexibility, strong recruitment potential, and lower absenteeism.
- Transcom currently has 200 home-based agents in Sweden providing technical support and sales in Nordic languages.
- Operational challenges of managing a remote workforce like recruitment, training, and monitoring performance are discussed along with Transcom's solutions.
This document provides a summary of Daniel Dupuy's career experience as an executive sales manager spanning over 20 years. It highlights his success developing long-term client relationships, managing sales teams, mentoring others, and consistently exceeding sales goals and objectives. His most recent role is as Eastern Regional Sales Manager for Rigid Global Buildings, where he has doubled client bases and increased sales by over 30% within six months.
The typical sales process that a residential property goes through is long and drawn out. Sohail Rashid discusses how the estate agency service needs to catch up with the rest of the consumer world and go digital.
Leon Wilson has over 20 years of experience in sales and management roles in the banking, telecommunications, and automotive industries. He is currently a Retail Sales Executive at Comcast where he is responsible for managing 33 store locations and achieving sales goals. His strengths include being a team player, achieving goals, strong interpersonal skills, and integrity. He has a track record of consistently surpassing sales targets at previous employers including Bank of America, Sears, and AppStar Financial.
Golden Gate BPO Solutions provides global outsourced contact center solutions through certified operating partners. One such partner, Synergy Solutions, is an outsourced contact center located in Phoenix, Arizona that offers multichannel customer support services. Synergy Solutions utilizes a combination of people, processes, and technology to provide clients with quality customer service while striving for operational excellence.
The document discusses customer retention and lifetime value. It begins by explaining why customer retention is important as retained customers buy more, are less price sensitive, and have higher lifetime value. It then discusses how to retain customers by recruiting the right customers, segmenting them by lifetime value, and communicating with them to build loyalty. The document provides an example of a lighting manufacturer that saw 82% increase in orders and 86% increase in order size by building relationships with select customers. It stresses the importance of calculating customer lifetime value to determine which customers to target retention efforts towards. The document outlines how to calculate lifetime value and provides examples of how strategies like loyalty programs and event-driven communications can increase lifetime value. It discusses how lifetime value analysis can
Taleiba Spence is an experienced sales supervisor with over 15 years of experience in insurance, mortgage, and consumer sales. She has consistently exceeded sales goals and led teams to increase profits. Her expertise includes sales leadership, coaching, customer service, business development, and consultative selling processes. Her resume details her career history including roles as an interim supervisor and top sales agent at MetLife, and sales and team leader roles at Wells Fargo Bank, GMAC Mortgage, HSBC, and Enterprise Leasing Company. She holds relevant licenses and has a BA in Biology from the University of North Carolina at Greensboro.
Watch this expert-led webinar to learn effective tactics that high-volume hiring teams can use right now to attract top talent into their pipeline faster.
We started LawnStarter to take the pain out of ordering lawn care. This is the pitch deck we used to raise our angel round of funding.
After raising funding, we launched in the DC area, specifically Fairfax County and Arlington. Now we're expanding into Austin TX as well. I hope you find this deck helpful as you begin to raise funds for your venture!
Marla Shepard is a talented executive with extensive experience leading consumer sales teams and providing outstanding customer service. She oversees a team of 50+ offshore representatives, acts as an escalation point of contact, and liaises with local IT support. Marla conducts weekly meetings to review key performance indicators, onboards new representatives, and provides real-time feedback by live monitoring interactions. She has received several awards for her accomplishments, including onboarding 26 representatives remotely during the COVID-19 pandemic who generated $34.5 million in revenue.
What’s Your Next Move? Building the Case for an Effective CX Strategy Across ...Avtex
This presentation discusses the importance of customer experience strategies for businesses. It outlines objectives to discuss customer experience strategies and what they are, how to keep customers satisfied and loyal, and a call to action. Several examples are provided of companies that excel at customer experience like Amazon with fast delivery and responsive customer service. Metrics are presented showing the positive impact of good customer experience, such as increased customer loyalty and stock market returns. The presentation emphasizes that customer experience is the integration of interactions across all customer touchpoints and outlines strategies for developing a strong strategic customer experience vision.
Kass Folkman has over 15 years of experience as a top-tier sales representative across diverse industries, consistently exceeding sales margins. They have expertise in customer service, relationship building, consultative selling, account management, and client retention. Folkman has a history of career progression through sustained overachievement of organizational objectives, including consistent placement in the top 10% of earners. They have received performance awards for sustained output, quality service, and understanding client needs.
Cindy Moskalyk has over 15 years of experience managing teams and branches at HSBC Bank Canada and Scotiabank. She has a proven track record of executing strategic programs to drive business growth, increase productivity, and deliver excellent customer experiences. Cindy is skilled in sales management, business development, relationship management, and performance management. She has consistently exceeded targets for customer service, sales, and cost reductions. Cindy is described as a passionate leader who inspires teams to achieve success.
This document discusses Centro's MediaOps service, which provides end-to-end digital campaign operations for agencies to help address issues around profitability, execution challenges, and staffing constraints. MediaOps takes over campaign setup, tracking, reporting, optimizations, and other functions so agencies can focus on strategy. The service offers benefits like improved delivery rates and a variable cost model. It is targeted towards mid-sized agencies and can help agencies improve efficiency and profitability of their digital media businesses.
Call Center Services | Order Taking Services | Customer Service | Call Center...Mark wolzer
InSO is one of the finest Call Centers which offers world class, cost-effective Telemarketing Outsourcing solutions to businesses nationwide. Our diversified call centre outsourcing services include; Inbound Order Taking, Sales, Outbound Telemarketing, Customer Service Support, Leads Generation, Call Answering Services, Technical support and many more.Ask our business specialist for more information on our past achievements.
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Find out why remote agents are shifting the call center industry and elevating the customer experience. In the CCW Remote Agent Report, you can read insights from top executives on remote agents in the customer service space.
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🆕 Example 3 – Capital gains of $1M after the changes: Analyze the tax implications for a $1 million capital gain after the latest tax reforms.
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Virtual Agents vs Call Center Agents
1. Uncover significant differences in agent quality—
and how this affects customer interactions
Call center agents
vs. virtual agents
How a flex workforce can transform your business:
Your brand wants:
• Scalable workforce
• Brand avocates
• Reduced costs
Liveops agents deliver:
• Flex daily/seasonally
• Top notch, certified talent
• Works via pay-per-use
Customer result:
• Excellent service every time
• Buys more, returns again
• Satisifed & loyal
$2b+
CLIENT REVENUE
GENERATED
33%
MORE REVENUE
PER CAMPAIGN
20k
INDEPENDENT
VIRTUAL AGENTS
114m+
CALL INTERACTIONS
HANDLED ANNUALLY
learn more at www.liveops.com
Liveops delivers:
1
Attended college
2
Geographical constraints
4
5
Staffing efficiency
6
35% 81%
Average age
Ongoing soft skill &
performance development
23 years 38 years
5
15
Yes, they are
nationwide
No, they are local, within
driving distance of the call
center building
Unlikely Yes
Years of work experience
3
Call center agents Virtual agents
23 years 38 years
Sources: Frost & Sullivan; Liveops Agent Survey 2017
Fixed Flexible
Source agents
nationwide
Local agents only,
within driving distance
of the call center