Alton Harewood

Alton Harewood

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.

Articles by: Alton Harewood

Business Metrics Transparency for Better Customer Experience

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 experience, the next step is to work on Transparency of Business and Technical Metrics. As processes […]

Read more >

Build Contact Center Knowledge for Improved Customer Experience

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 training course that covered company policies, business process and handling customer communications. CSRs were expected to handle telephone […]

Read more >

Three Steps to Developing an Effective Customer Experience Strategy

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 regardless of size should be thinking about this, but more than the theory, the […]

Read more >

Categories

Follow Us

X