Hoyt Mann
As co-founder and president, Hoyt oversees all operational aspects of the business, including sales, marketing, service delivery, and customer support. His extensive resume encompasses over 15 years as an innovator, entrepreneur, and overall technical evangelist with leading Dallas-based companies, including EDS, EpicRealm, MCI and OpenConnect Systems. Before forming PhaseWare Inc., Hoyt served as director of engineering for RamQuest Software, providing executive support to Founder and CEO Randall Nelson.
Anytime ?s ? good time t? g?t t? kn?w ??ur customers. ?n? ?f th? best ways t? g?t t? kn?w ??ur customers ?s t?...
A good business has a lot to do with ? solid reputation in your business community. ?n fact, ?s?d? fr?m a quality service or...
First Call Resolution (FCR) is incredibly important to achieving great customer service. A rich knowledgebase is a must have tool. For PhaseWare, we have...
Every business person knows customers are a necessity to your success. They're going to become more and more prevalent in business decisions as well—or...
There are many different trends popping up for customer relationship management now and will trend throughout 2012 until the next big thing comes along....
When creating and implementing a Service Level Agreement (SLA), there are different metrics used to measure your effectiveness. Here are four popular ones used...
Every SLA is made up of certain, key components. It may vary depending on the company or specific SLA but there are some basics...
Making Sense of the Chaos: Now that you have your customers' feedback and your agent has received the feedback, what do you do? Prioritize!...
In the last CXO blog, I talked about capturing customer feedback. If you want to improve your business to meet customer needs and wants,...
Part 1 of 3Step 1: Capture Feedback - Every company needs to have some way of capturing feedback from their customers. There are plenty...
I don't know about your newspaper, but mine seems full of bad news today. Housing prices are sinking, the President of the Federal Reserve...
In keeping with this week's theme of three essential elements of customer service I wanted to talk about the C-suite's role. In our top-down, hierarchical...
Customer Experience....the phrase is certainly in the air these days, along with the pollen here in North Texas. With so many references to it,...
Nobody seems to know how the economy is going. Housing and other sectors are still down, some other sectors are up, others holding steady....
Last week in Dallas a commuter train broke down in a small tunnel on a day when there were a lot of passengers traveling...
Do you agree or disagree with the following statement? "Making a distinction between strategy and execution can do great damage to a corporation." This was…
"Executives need to be educated on the impact of problems on customer loyalty, the failure of most customers to complain, the potential impact of...