Jack Dempsey
Jack Dempsey is the Chief Executive Officer of Pretium Solutions. Jack directs Pretium's revolutionary customer loyalty program, the Golden Touchpoint™, which is in active use in approximately 50 countries and over two dozen languages. Pretium Solutions is a premier provider of cutting-edge, sustainable and globally-recognized customer experience management solutions and customer service, call center and sales training, consulting and leadership programs.
One of the many incidents that inspired me to start my own company took place when I directed training inside a large telecom company. One day,...
One of the more well-known customer service goals is delighting your customers, a self-explanatory outcome for sure, but exactly how do you go about...
I recently attended the CXPA Members Insight Exchange in San Diego. It was an excellent conference with well over 100 customer experience professionals...
In my blog post last week, "Is Your Call Quality Sheet Capping Your Net Promoter Score?", I wrote about how the typical call center...
When is the last time you seriously considered how the call quality sheet used in your call center impacts the customer experience and your...
Of course, your first call resolution numbers are very important to you and your call centre. After all, you have worked very hard...
Business is great! Things are running smoothly. Production and service levels are high, expenses are under control, working capital is healthy and cash is...
Having to say "no" to a customer can be a difficult pill to swallow at times, especially when you empathize with the customer's...
Mature communicators will listen with active interest! In order to listen with active interest, there are four key essential elements you must use to listen...
Satisfied customers aren't enough. To drive profitability you must generate customer loyalty and orient your entire organization around that mission. Real customer...
In today's wired world the demand for excellent customer service is ever increasing. Customers have a louder voice today than they ever have....
Help!!! I have an identity crisis. You keep calling me a Call Center, and that's not really what I am. I...
Re-Tension: A second phase of tension that a company quickly creates for a customer who has finally decided to eliminate the first phase of...
We are not Formula One racing experts, nor are we really even fans of the sport, but we are aware of the long-standing debate...