Mary Cook
Mary Cook
Mary Cook, Director of Contact Center Solutions for Varolii Corporation, provides companies with operational, contact center and CRM consulting services. Prior to Varolii, she was a principal at The Call Center Intelligence Agency, providing expertise and interim management services for worldwide contact center operations for clients within the entertainment, communications, financial services, consumer product and service provider industries. Prior to that, she spent 10 years managing contact center operations for iQor, AFNI, Kuehne + Nagel and FTD.
Disruptive Technology – How Siri has Changed Call Center Automation
Disruptive technology is not a breakthrough innovation. Though, it does make good products a lot better -- transforming what was historically so expensive and...
Patients Are More Than Their Diagnosis
Every patient is different, but the way they want to be treated remains the same. People want to be handled with dignity and...
Scrum-ptious: Agile Development = Happy Customers
Anyone who knows me knows I am a fan of Forrester research. So a recent Forrester Blog, entitled The Top Thirteen Customer Management Trends...
The Cloud – What is it? Should my call center be there?
Cloud computing is a groundbreaking technology that has made possible the provision of computing as a service, as opposed to a product. This can...
HTML5 – What is it and what does it mean to me? Apps not required?
Even if you're a Web novice, you may already have heard the term "HTML5" by now. You can almost feel the buzz amongst designers...
‘Tis the Season to Be Jolly
It's that special time of year again, the 4th quarter. The quarter all of us call center, customer care and experience professionals live (and...
Facebook vs. Google+: Which Social Media Platform is the Best for You?
Social media has revolutionized the way we communicate with one another, and like it or not, the platforms you're already acquainted with are here...
Why Mobile is Not Just Another Channel
Mobile devices have come a long way. However, mobile is not just another channel through which to reach potential customers. Mobile communications can be...
Call Center Book Review
If there's anyone who knows a thing or two about contact center practices and strategies, it's Greg Levin. Voted "Most Likely to Write...
Communications are Converging
Where is customer communication headed? It is clearly becoming individualized. This isn't new. We've talked about relevancy in one?to?one communication for years, but talking about...
How do you measure customer experience?
A friend of mine emailed me a few weeks ago with one question: "Mary, how do you measure customer experience?" My friend is a...
Call Centers and Personality Mapping
One of the keys to success in delivering great customer service in the call center is matching a customer to the right agent. This...
How To Avoid Becoming an Overwhelmed Call Center Professional
Communication Madness After speaking to my peers the past few months, I have come to the conclusion that we are all suffering...
The Contact Center Balancing Act: Efficiency vs. Customer Experience
Effectively communicating with customers is one of the biggest challenges for any company – it's hard to get your message heard when consumers are...