Scott Heitland
Scott Heitland
Scott Heitland is the Chief Operating Officer and General Counsel of Pretium Solutions. Scott also designs and directs the TRUE Performance Coaching™ component of the Golden Touchpoint™, Pretium's revolutionary customer loyalty program in active use in approximately 50 countries and over two dozen languages. Scott is more than just a pointy-headed lawyer and operations guy - he also enjoys blogging from time to time about anything and everything related to customer experience.
Has Your NPS Fallen & Can’t Get Up? Try Sharpening Your Axe
We can debate the merits of Net Promoter System (NPS) and whether it is the most effective and accurate measure of customer loyalty, but...
7 Essentials for Your Customer Service Initiative
Recently, one of our long-time professional friends asked us for guidance and suggestions about a customer service initiative which had been rolled out the...
How Many Angry Customers Are You Creating at $15 Each?
John Burton, a Director of Product Management on the CRM Team at SAP, posted an article yesterday entitled "Uh, Oh! Call Center...
6 Ways to Advance Your Call Center Performance (Part II)
As customer experience and customer service increasingly become a strategic priority for companies looking to differentiate themselves, call center leadersare under more pressure than...
6 Ways to Advance Your Call Center Performance (Part II)
As customer experience and customer service increasingly become a strategic priority for companies looking to differentiate themselves, call center leaders are under more pressure...
6 Ways to Advance Your Call Center Performance (Part I)
Optimizing call center performance can be a tricky proposition for call center leaders and managers. There is so much to think about –...