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Alton Harewood

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With almost 30 years in the contact center and communications industry, 8x8 Solutions Consultant Alton Harewood has worked in the front line himself and progressed to managing a 100+ seat contact center. His software company experience includes application & technical support, project managing over 250 deployments, professional services solution design and sales & channel management. More recently Alton was an independent consultant providing GM business services and contact center review services. Read More>

Articles by: Alton Harewood

Business Metrics Transparency for Better Customer Experience

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Business Metrics Transparency for Better Customer Experience This is the second in a three-part series on developing an effective customer experience strategy. Once an organization has improved the contact center knowledge and capabilities of its agents to improve customer e [...]

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Build Contact Center Knowledge for Improved Customer Experience

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This is the first in a three-part series on developing an effective customer experience strategy. I once worked as a customer service representative (“CSR” or “Agent”). The on-boarding process included an aptitude test, interviews and a multi-week [...]

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Three Steps to Developing an Effective Customer Experience Strategy

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This is the introduction to a three-part series on developing a customer experience strategy. As customer loyalty is tested with ever-growing options, the need to understand and manage the customer journey becomes an increasingly crucial factor of competitive differentiation. All companies regardles [...]

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