Connect with the world's leading business experts.
Get instant access to their expertise via world–class Q&A, Research, and Events.
Pamela Dodrill
Principal,
Customer Service Initiative
10 points
I have been working within the customer service and call center industry for 21 years. Having been trained in customer service at the formative age of 16, it has become my life’s passion. Within the operations of the call ...
I have been working within the customer service and call center industry for 21 years. Having been trained in customer service at the formative age of 16, it has become my life’s passion. Within the operations of the call center I held many positions, including agent, trainer, manager, telephony system administrator, Project Manager and finally Director of Telecommunications. I then leveraged my experience to support myself in software vendor roles which included Solution Architect, Product Manager, and Product Strategy. I am well versed in customer service and contact center business processes, technology, as well as operational change management. This extensive industry experience has led me to a position of Strategic Advisor to a number of customer service focused organizations including those adopting work at home call center models
» read more
» read less
Pamela Dodrill
and
14 other people
answered this question
Nov. 29, 2010
What are your best practices for delivering a great customer experience?
Transparency and agent empowerment. Be transparent from your executive level to your frontline agents through to your customers and enable your agents to make decisions and do the right thing. Coach them as they learn, but don't take away their decision making power. more
commented on a brief
Aug. 31, 2009
answered this question
June 1, 2009
