EP. 7 – Tarek Moaz | Managing a Global Customer Service Workforce
More and more of the customer experience is being part of a global community of support agents. Is culture, language, and other differences a challenge or is it becoming less of an issue in particular countries? Tarek Moaz has over 20 years of experience with global call centers in various industries and sits down with Gio Puccini to discuss what those operations are like today and into the future....
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EP. 4 – Ramon Martinez of Marriott Vacations Worldwide | Managing Customers In 24/7 Hospitality
In a 24/7 hospitality environment like most resorts and hotels, customer service employees need a special set of people and time management skills. Learn from Marriott Vacations Worldwide Director Ramon Martinez on how to manage teams, handle extreme requests, and provide service to customers who may need different things depending on the time of day....