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Customer Service Industry Expert Launches SpotOn Enterprises

Call Center Services Featured Article

Customer Service Industry Expert Launches SpotOn Enterprises

April 07, 2009
By Brendan B. Read
Senior Contributing Editor
Connie Smith, a noted customer service expert and speaker who has helped contact centers for leading firms such as Southwest Airlines, Staples, Cabelas, Nordstrom, Flagstar bank, Alaska Airlines, and Blue Cross Blue Shield of Nebraska, has formed her own firm, SpotOn Enterprises.

 
SpotOn Enterprises provides consulting and speaking services to the customer service industry. The firm’s mission is to help organizations improve their financial and organizational performance, optimize leadership, drive organizational efficiency and effectiveness, increase employee and customer satisfaction, and motivate and energize their workforces.
 
SpotOn Enterprises’ consulting services include:
 
*Contact center assessments
*Metrics: ‘Measuring what Matters’
*Employee loyalty programs
*Performance coaching
*Leadership skills
*Customer Experience Management
*Quality Monitoring (QM) program design, calibration, and developing evaluation forms
*Home-based employee program development

The company also provides speaking services from Smith. She has spoken to over 100 audiences worldwide including such conferences as BAI Smart Tactics, Call Center Demo, Call Center Summit, Call Center Network Group (CCNG), Contact Center Strategy Forum, and Quality Assurance Training Connection.
 
“SpotOn Enterprises is committed to providing speaking and consulting services that will inspire greatness in customer service and sales organizations’ workplaces, uncompromising customer experiences and a high return on investment,” says Smith. “We will do so by understanding each organization’s needs and then provide targeted industry best practices and proven methodology that can be easily absorbed and implemented.”
 
SpotOn Enterprises’ founder is well regarded, which will bode well for the new firm, which is based in the Seattle area.
 
“Connie is an expert in her field,” says Jennifer Marhefka Klein, senior manager of Staples. “Her business consulting background, vast call center management experience, and in-depth knowledge of associate development and coaching was a great benefit for our business. I am not only impressed by Connie's business acumen, but also appreciate her genuine and sincere approach to working with others and building relationships."

“It has been my pleasure to have worked with Connie,” adds Lon Hendrickson, general manager Membership, CCNG. “She’s been the highest rated presenter at each CCNG event she participated in, which is no small feat. She is bright, insightful, energetic and candid. She has a way of quickly getting to the core of an issue and communicating it in a way that illuminates and inspires. She's one of the top people in our industry and I highly recommend her.”  

Brendan B. Read is TMCnet’s Senior Contributing Editor. To read more of Brendan’s articles, please visit his columnist page.

Edited by Stefania Viscusi
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