Organizations are encountering unplanned challenges as the COVID-19 pandemic, also known as Coronavirus, continues to spread across the world. The current situation has presented a range of challenges across several industries, especially in terms of customer interactions. Here are some common challenges we have seen during crisis situations. Significant increase in sustained call volume and […]
Mike is a veteran customer engagement subject matter expert who leads customer programs involving customer experience strategy and the design and implementation of operations, processes, and technology for customer operations, customer interaction and contact centers. Mike is a seasoned strategic thinker and hands-on practitioner with 30 years of experience; 9 years as a VP (customer operations roles) in two global financial services firms, and 21 years as a management consultant. Mike is a Director with Perficient’s Customer Engagement Practice with responsibility for consulting services and internal product management and marketing.