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Thomas Moroney

Thomas Moroney
Thomas P. Moroney has worked in the contact center industry since 1990.He began his career with American Express where he worked his way from Associate to Director of Credit Operations.In 1999, Mr. Moroney joined PRC, LLC, as Director of Client Services.He went on to lead PRC’s international expansion, as SVP Global Services, reporting to Mr. Cardella.Mr. Moroney also worked as EVP Business Development for TRG Global Solutions and more recently as CEO of Donnelly Communications, an Atlanta based boutique contact center provider focused on the retail and catalog industries.

How to Improve Your Net Promoter Score with Your Customer Service Team

Simple questions have the power to reveal some invaluable truths. Consider the question at the heart of every Net Promoter Score questionnaire: how likely...

How Chatbots Will Enhance (Not Replace) Your Contact Center Agents

The first chatbot said hello to the world over 50 years ago. It went by the name ELIZA and was most famously used to...

How to Calculate Your Total In-House Contact Center Costs

“How much is this going to cost me?” You’ve likely thought that very question (or a variation of it) while talking to vendors about outsourced...

Can Traditional Retailers Compete with Digital Brands? (And Can Outsourcing Help?)

Day after day, name brand retailers are making the news with extensive closures of their brick and mortar stores. Bed, Bath, and Beyond is...

4 Ways to Prepare Your Healthcare Contact Center for Open Enrollment Season

Open enrollment season is approaching fast. Is your business equipped to handle the increased call volume and demands while also maintaining high-quality service? That’s...

Your Guide to Building an Engaging Omnichannel Customer Experience

Your customer experience is indivisible. A bad interaction with your voice, email, chat, SMS, or social channels diminishes trust and satisfaction for your entire...

The Healthcare Call Center Metrics That Help Improve Care Outcomes

Your healthcare contact center team needs to have a good “bedside manner.” Inside and outside the exam room, people crave compassion and understanding. And...

4 Sales Habits that Scare Your Customers and Capsize Your Outbound Sales

Your customer acquisition team starts with a major strike against them – and it’s not even their fault! Years of irrelevant sales calls from...

How to Lower Your Customer Acquisition Costs – Without Hurting Customer Experience

We’ve seen plenty of PR nightmares arise as businesses, with the best of intentions, attempt to prune their own acquisition budgets. The most common...

The Best Way to Calculate Customer Retention and Keep Your Clientele

Studies by Bain & Company show the effort to increase customer retention by 5% produces 25% additional profits through upsells, cross-sells, and customer referrals....

Tired of Low-Cost Offshore Vendors? It’s Time to Try a Nearshore Contact Center

Cheap isn’t our idea of a virtue. If you’ve ever driven a low-cost lemon off a used car lot or bought a shoddy home...

What You Need to Know About the Rise of AI in Customer Service

When we talk about memorable customer experiences, we tend to value what’s human. We celebrate the human touch in a conversation. We take pride...

Christmas in July? Prepare Your Holiday Season Customer Service Now

Every July you watch fireworks, barbeque, and relax by the pool. And if your business sells to consumers, you’re hopefully ramping up your customer...

3 Digital Customer Experience Strategies to Upgrade Your Brand

As a society, we’ve embraced a digital existence, but not all businesses have made the full transition. For example, though brands now accept social...

How to Tell if an Outsourced Contact Center Is Right for Your Business

Should my business outsource its contact center? At TLC, we hear this question a lot. It’s a dilemma that many companies face as they...

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