In her role as director of customer programs, Katie meets regularly with RightNow clients to learn about their challenges and successes. Previously, Katie ran RightNow’s North America public relations program. Prior to RightNow, she helped drive strategic public relations for Oracle, Siebel, Commerce One, and Informatica. She has a passion for storytelling and enjoys chronicling the journey to deliver exceptional customer experiences.
I’m still here in Las Vegas at IQPC Call Center Week and I was thrilled to see Frank Eliason, Sr. Director of National Customer Operations at Comcast, on the agenda for this morning’s keynote. BusinessWeek has called Eliason “the most famous customer service manager in the U.S., possibly in the world.” Eliason is a pioneer, Read More »
I’m here in Las Vegas at IQPC Call Center Week where I saw Steve Kaay from US Auto Parts deliver an insightful keynote presentation to a room packed full of contact center managers and executives.
Kaay’s presentation focused on customer loyalty and how to get it; his philosophy is to create a candid culture. Check out Read More »
I was in Florida last week at Frost & Sullivan’s Contact Center East event. This event draws about 100 contact center executives and professionals – from companies such as the Ritz-Carlton, MySpace, iRobot, Readers Digest, Aramark, Pitney Bowes, and Travelocity — all gathered to share their experiences, insights, challenges, and best practices around customer experience Read More »
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