Craig Morrison

Background

About Craig Morrison

In my experience, there are two truths in the world of customer care: Every company wants to deliver a great service experience for their customers, and every company has a limited budget to achieve that goal. I know that success comes from anticipating your customer’s needs and maximizing resources through tools, training, and planning to meet those expectations.To me, the work of a customer service team is never done. Process improvement isn’t just a goal, it’s a way of life. Customer care teams have a unique window to not only better themselves through engagement review and coaching, but to see operational friction in the customer journey in real time and provide valuable insight to the business. If you understand why customers contact you, you can work to address root causes. I believe the best customer service interaction is one that never needs to happen at all. I am driven by the belief that a great care operation not only satisfies customers, but improves the entire business.My areas of expertise include: Digital Care Operations: Provide quality interactions through voice, chat, email, social media, and self-help channels. BPO Vendor Management: Employ domestic, near-shore or off-shore strategies to manage costs without sacrificing customer satisfaction. Service Level Management: Consistently deliver right-sized staffing through robust forecasting and planning. Customer Satisfaction (CSAT): Leverage customer feedback data to understand expectations and reduce friction to improve the customer journey. Employee Development and Training: Provide training and feedback to empower agents to resolve customer issues and foster a prepared, customer-first environment.I am available to discuss new opportunities in the Pittsburgh area or virtual (remote), please contact me at morrisonc73@gmail.com.