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Keith Fiveson
30 points
A driven communications, customer care, operations, transformation consultant. Helping clients develop people, using convergence based technologies to brand, expand and optimize the customer experience globally.
A focused leader, insightful visionary and coach, to develop strategic initiatives, enhanced performance, efficiency and ...
A focused leader, insightful visionary and coach, to develop strategic initiatives, enhanced performance, efficiency and ...
A driven communications, customer care, operations, transformation consultant. Helping clients develop people, using convergence based technologies to brand, expand and optimize the customer experience globally.
A focused leader, insightful visionary and coach, to develop strategic initiatives, enhanced performance, efficiency and effectiveness in people and the connection points that matter most to them.
Experience and areas of interest:
* Sourcing - call centers, back office
* Social Media, Web 2.0, Channel Integration
* Training, Coaching, Supervising, Leading
* Emotional Intelligence Assessment, Coaching
* Organization Development
* Strategy and Transformation
* Research, CSAT's, Focus Groups
* Telecommunications (IP, IVR, Chat, SIP)
* Wireless MVNO's, MVNE's
* Customer Experience Management (CEM)
Published in trade industry journals, Fiveson has lectured at industry conferences in Brazil, Canada, China, Egypt, Guatemala, Netherlands, India, Mexico, UK and the USA. He graduated from St. Peter's College and attended the MBA program at Fordham University. He is a member and Board Member of the American Teleservices Association.
Specialties
* Vision, Mission and Strategic Alignment
* Optimization - people, process, technology -benchmarking alignment
* Customer Experience Management
* Expansion, site and vendor selection - tools and methodologies
* Deal negotiation - build, buy, lease or outsource
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A focused leader, insightful visionary and coach, to develop strategic initiatives, enhanced performance, efficiency and effectiveness in people and the connection points that matter most to them.
Experience and areas of interest:
* Sourcing - call centers, back office
* Social Media, Web 2.0, Channel Integration
* Training, Coaching, Supervising, Leading
* Emotional Intelligence Assessment, Coaching
* Organization Development
* Strategy and Transformation
* Research, CSAT's, Focus Groups
* Telecommunications (IP, IVR, Chat, SIP)
* Wireless MVNO's, MVNE's
* Customer Experience Management (CEM)
Published in trade industry journals, Fiveson has lectured at industry conferences in Brazil, Canada, China, Egypt, Guatemala, Netherlands, India, Mexico, UK and the USA. He graduated from St. Peter's College and attended the MBA program at Fordham University. He is a member and Board Member of the American Teleservices Association.
Specialties
* Vision, Mission and Strategic Alignment
* Optimization - people, process, technology -benchmarking alignment
* Customer Experience Management
* Expansion, site and vendor selection - tools and methodologies
* Deal negotiation - build, buy, lease or outsource
WEB: http://www.itesa.com
June 1, 2011
Keith Fiveson
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What are the most meaningful customer service metrics?
Customer service is increasingly about providing an incredible experience. In the new "experience economy" - this means constantly measuring the Voice of the Customer throughout every touch point. This measurement, many believe, can be summed up with one or two Net Promoter Score (NPS) questions. ... more
April 9, 2011
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March 10, 2011
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