Tag Archives: interview

In Conversation: MediaOcean’s VP of Support & Training

I spoke with Stephanie Dorman, VP of Support and Training at Media Ocean, about how she singlehandedly overhauled two merging departments.
I spoke with Stephanie Dorman, VP of Support and Training at Media Ocean, about how she singlehandedly overhauled two merging departments.

MediaOcean’s VP of Support and Training, Stephanie Dorman, singlehandedly restructured and advanced the company’s contact center department with an eye for customer centricity and employee satisfaction. She spoke with me in an exclusive interview about how she did it.

“There were times when we all thought we were going to lose our hair […] but we developed a very strong team out of it because of what we had to go through together,” she said on navigating her team through the company’s early days of a company merger.

In the interview, Dorman outlined several options for building a strong team. She insists on support from executives, approachable and readily-available training and foregoing a tiered-management structure as key elements to a successful contact center.

The four-part series on www.CallCenterWeek.com emphasizes customer centricity. Dorman stressed that they key to customer care is in making a personal connection, which means creating a culture where employees are viewed as integral to the department and company. Dorman will discuss these topics further at the event. She will also touch on the tools to empower and train employees.

Google’s Chris Vennard on integrated mobile functions

Chris Vennard and me in their Chelsea Market offices.
Chris Vennard and me in their Chelsea Market offices.

Google’s Global Product Lead, Chris Vennard, predicts mobile calls from search will double to 86 billion annually by 2018. Vennard, who heads up Google’s Call Ad product, spoke with me about improving the user experience with customer support.

“Nobody will disagree when I say the world is going mobile,” he said.

Vennard outlined several options to enhancing the customer journey – and they begin and end with mobile. First, a ‘bail out’ function is important. Mobile users visiting a company’s website should always have the option to hit a call button to automatically connect them to an agent for help. The next step will be to show the agent their search history.

During the interview, which can be seen in a three-part series on www.CallCenterWeek.com, Vennard went on to talk about the difference between mobile apps and mobile webpages and the benefits of these strategies.