Call Center Rocket Science: 110 Tips to Creating a World Class Customer Service Organization
Randy has more than 25 years’ experience building, managing, and leading customer support organizations. He has led service organizations ranging from small start-ups with as few as five agents to leading a five-site, international customer service organization with thousands of agents. During the course of his career he has managed over 20 million incoming phone calls. His service strategies and opinions have been profiled in numerous industry publications, and he is a frequent conference speaker.