Minneapolis, MN – Pamela McGlone is an expert in contact centers, customer experience and the Marketing Lead for Customer Operations at eClerx. eClerx Customer Operations specializes in providing operational expertise and process excellence throughout the customer journey, assisting companies in developing, implementing and operating customer interaction capabilities to deliver superior customer experiences. They have over 9000 employees handling various customer support functions for more than 150 companies around the globe and also offer Technology solutions that enhance customer experience such as AI, Robotic Process Process and Advanced Data Analytics.
With over 30 years of experience in the field, Pamela specializes in customer experience, data analytics and, contact center operations and has held leadership roles in all aspects of contact center leadership including consulting with Fortune 500 companies on how to optimize their customer experience and contact center operations. Recently, Pamela transitioned from operating contact centers, to focus on her passion for writing. She now uses her extensive experience in the field to generate creative and educational content to both market contact center solutions for eClerx and to educate the broader customer experience industry on best practices for delivering a superior experience including how to read the warning signs and intervene to prevent customer churn.
“My philosophy is they have to be empowered. The front-line agent must be able to make decisions in-the-moment based on that customer's needs,” says Pamela. “Those call recordings are a rich source of data that an organization should use to make sure their agents are set up to succeed with each customer they interact with.”
For more information on eClerx, visit https://eclerxcustomeroperations.com/
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