[Thehostingnews] The Planet Engages Former Earthlink, MCI Leader, to Develop Customer Center
The Planet's Contact Center will be designed, managed and led by James P. Picone, Vice President for the company's contact centers. Mr. Picone, who recently joined the company, brings experience in leading call center operations with Earthlink and MCI. To support its continued growth, The Planet has begun an extensive hiring campaign focused on identifying dynamic employees with customer-facing experience and technical skills for both the contact center and other key operations in the company, including sales, customer service and technical support. The new customer contact center
will be equipped and managed with high-end servers, software, communications tools and an expanded team of trained support representatives. Over the next six months, the company plans to invest approximately $5 million on the new call center and other operating facilities. Construction is expected to be complete in mid-August.Designed to accelerate customer satisfaction, The Planet's Call Center will for the first time include a premier customer relationship management (CRM) system that provides support representatives with critical account information to meet a broad range of requests. The company also plans to enhance its training and escalation processes with a continuous process improvement mindset that elevates the entire customer experience at every touch point and vector.Douglas J. Erwin, Chairman and Chief Executive Officer of The Planet remarked, ''As we continue to integrate The Planet's operations, customer experience tops the list of our priorities. Total quality management and operational best practices will be driven by stringent analytics for world-class service. Great companies are known first and foremost for providing their customers with superior products and services, and our goal is to be the company that drives the industry standard. We value our customers, and this new contact center evidences our commitment to them."The center will be outfitted with the best tools in the industry, including advanced monitoring systems, real-time performance display devices and progressive customer contact systems that offer expanded channels of support. The tools combine customer-centric process design and key performance indicators across all support mediums to drive industry-leading best practices for service levels and response times.The Planet is a leading provider of On Demand IT Infrastructure solutions, hosting more than 22,000 small- and medium-size businesses and 2.8 million Web sites worldwide. By offering the best choice of servers, software tools and world-class support, backed by state-of-the-art facilities and the highest level of network connectivity, The Planet endeavors to turn information technology into a competitive advantage, enabling customers to grow businesses. To learn more about The Planet, please visit: www.theplanet.com.
http://www.thehostingnews.com/news-the-planet-engages-former-earthlink-mci-leader-to-develop-customer-center-3056.html
The Planet's Contact Center will be designed, managed and led by James P. Picone, Vice President for the company's contact centers. Mr. Picone, who recently joined the company, brings experience in leading call center operations with Earthlink and MCI. To support its continued growth, The Planet has begun an extensive hiring campaign focused on identifying dynamic employees with customer-facing experience and technical skills for both the contact center and other key operations in the company, including sales, customer service and technical support. The new customer contact center
will be equipped and managed with high-end servers, software, communications tools and an expanded team of trained support representatives. Over the next six months, the company plans to invest approximately $5 million on the new call center and other operating facilities. Construction is expected to be complete in mid-August.Designed to accelerate customer satisfaction, The Planet's Call Center will for the first time include a premier customer relationship management (CRM) system that provides support representatives with critical account information to meet a broad range of requests. The company also plans to enhance its training and escalation processes with a continuous process improvement mindset that elevates the entire customer experience at every touch point and vector.Douglas J. Erwin, Chairman and Chief Executive Officer of The Planet remarked, ''As we continue to integrate The Planet's operations, customer experience tops the list of our priorities. Total quality management and operational best practices will be driven by stringent analytics for world-class service. Great companies are known first and foremost for providing their customers with superior products and services, and our goal is to be the company that drives the industry standard. We value our customers, and this new contact center evidences our commitment to them."The center will be outfitted with the best tools in the industry, including advanced monitoring systems, real-time performance display devices and progressive customer contact systems that offer expanded channels of support. The tools combine customer-centric process design and key performance indicators across all support mediums to drive industry-leading best practices for service levels and response times.The Planet is a leading provider of On Demand IT Infrastructure solutions, hosting more than 22,000 small- and medium-size businesses and 2.8 million Web sites worldwide. By offering the best choice of servers, software tools and world-class support, backed by state-of-the-art facilities and the highest level of network connectivity, The Planet endeavors to turn information technology into a competitive advantage, enabling customers to grow businesses. To learn more about The Planet, please visit: www.theplanet.com.
http://www.thehostingnews.com/news-the-planet-engages-former-earthlink-mci-leader-to-develop-customer-center-3056.html
