Kevin OBrien
Kevin O'Brien
Kevin possesses a winning track record for transforming small market organizations into large thriving entities. His expertise exists in executive level business strategy for technology and software companies and has been responsible for outcomes that include leading organizational structure and growth, optimizing sales and marketing strategies, and driving the efficiency/effectiveness for entire corporate operations.
Are your Sales People Calling on Dead People?
Over the past few weeks, we've had no less than 3 clients talk to us about the accuracy of the contacts in their database....
AT&T Gets First Call Resolution
Recently, I realized that an agreement I made with AT&T back in September wasn't kept on their end. It all started when I decided...
Are Returns Bringing Down your Holiday Season?
At RiverStar, we keep a keen eye on return patterns and how companies deal with these returns. Last year, we conducted a Return Management...
Does Black Friday and Door Buster Deals Influence Customer Loyalty?
Black Friday is quickly becoming a national pastime; a shopping holiday tradition. In fact, over the past few years, Black Friday has become a...
Best Buy Transcends the Retail Experience
I have never received a level of service where all touch points were in sync with each other, and where every step of the...
Best Buy Transcends the Retail Experience
I have never received a level of service where all touch points were in sync with each other, and where every step of the...
NBC’s Outsourced: The Script Doesn’t Cut it
So, this new Outsourced show hit national television a few weeks back. I NEVER watch network TV unless it's a sporting event, but this...
Customer Service in the Free Business Model
The Scenario Over the past few months, I've had a few run-ins (or lack thereof) with customer service departments from companies that offer free services....
The Verdict is Out: Americans Prefer American Call Center Agents
My first article on this topic seemed to bring about a good number of discussions in various LinkedIn groups. So, I aggregated all of...
LinkedIn Gets an F for Customer Service
LinkedIn presents a tremendous opportunity for individuals of all types and sizes to build and display their personal brand to the world. What a...
Do American’s Prefer American Call Center Agents?
Yes, a touchy subject. I've seen some write ups on this topic, but always wondered about the PC factor and the risk of going...
Are Contact Center Agents Allowed to use their Brains?
Just the other day, I received a '800' Service call...so it said on the caller ID. Knowing full well that it was a call...