At iRobot, Maryellen is responsible for all aspects of product support for iRobot customers worldwide. This includes the strategy and management for outsourced call centers and support infrastructure. Her experience deploying global CRM infrastructure, web self-service and voice recognition systems demonstrates her commitment to leveraging technology to measure productivity while improving customer success.
IQPC’s Customer Self Service Conference was held in Miami this week and, as usual when customer advocates get together, discussions were lively and valuable! Participants included service management from Best Buy, Lenovo (Think Pad), Rogers Communication, Verizon Wireless, Limited Brands, AIG and many others. Not surprisingly, discussions swarmed around metrics, justifying ROI and the “organizational Read More »
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