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Mike McWilliams shared thisAI isn’t about layering capabilities onto legacy systems; it’s about embedding intelligence at the core of how work gets done. See how Mova iO enables connected, outcome-driven enterprises. Watch now: https://lnkd.in/esvy32S5 #MovaiO #EnterpriseAI #Movate #DigitalTransformationUnlocking Business Outcomes with Native AI | Movate posted on the topic | LinkedInUnlocking Business Outcomes with Native AI | Movate posted on the topic | LinkedIn
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Mike McWilliams shared thisRetail personalization expectations are rising; manual approaches won’t scale. GenAI will. Read more: https://lnkd.in/eCS_Npke This PoV, outlines how GenAI enables real-time, high-impact personalization across the customer journey. #GenerativeAI #RetailCX #DigitalCX #MovateRetail CX: GenAI Drives Personalization at Scale | Movate posted on the topic | LinkedInRetail CX: GenAI Drives Personalization at Scale | Movate posted on the topic | LinkedIn
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Mike McWilliams shared thisRetail CX is outpacing legacy service models. This POV explores how on-demand teams help retailers deliver always-on support without scaling cost or burnout. Read more: https://lnkd.in/eHhCWtqN #RetailCX #OnDemandCX #MovateRetail CX Evolution: Adapting to Demand Volatility | Movate posted on the topic | LinkedInRetail CX Evolution: Adapting to Demand Volatility | Movate posted on the topic | LinkedIn
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Mike McWilliams shared thisConsolidation is meant to simplify retail operations, but many leaner ecosystems are losing speed. This article unpacks the consolidation paradox and why reducing vendors without redesigning roles can slow innovation, AI adoption, and CX agility. Read more: https://lnkd.in/egzmpX5J In this article we explore how retailers can move beyond consolidation as a cost exercise and design ecosystems that balance stability with continuous change. #RetailCX #CXStrategy #AIinRetail #DigitalTransformation #EnterpriseAI #MovateRetail Consolidation Paradox: Why Smaller Vendor Lists Can Slow Innovation | Movate posted on the topic | LinkedInRetail Consolidation Paradox: Why Smaller Vendor Lists Can Slow Innovation | Movate posted on the topic | LinkedIn
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Mike McWilliams shared thisRetail & CPG leaders are moving beyond AI pilots to measurable CX impact. This Movate guide explores where AI delivers real CX value and how to scale it responsibly across the enterprise. Read more: https://lnkd.in/eunXma3G #Movate #RetailCX #CPGCXScaling AI for CX Impact in Retail and CPG | Movate posted on the topic | LinkedInScaling AI for CX Impact in Retail and CPG | Movate posted on the topic | LinkedIn
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Mike McWilliams shared thisDelivering consistent customer experiences at scale takes more than speed, it takes intelligence built into every interaction. For a leading American music streaming platform, Movate’s GenAI-powered Agent Assist provided real-time, context-aware guidance during live conversations, helping agents respond with confidence and consistency. Read the success story: https://lnkd.in/e5nuMEfp #GenAI #CustomerExperience #AgentAssist #EnterpriseAI #MovateBoosting Customer Interactions with GenAI-Powered Agent Assist | Movate posted on the topic | LinkedInBoosting Customer Interactions with GenAI-Powered Agent Assist | Movate posted on the topic | LinkedIn
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Mike McWilliams shared thisGreat culture is built by great people. Honored to see Movate recognized by Comparably for Best Company Culture. This win belongs to every Movator who brings collaboration, trust, and purpose to work each day. #BestCompanyCulture #Movators #Movate#companyculture #comparably #lifeatmovate #movators #award | Movate#companyculture #comparably #lifeatmovate #movators #award | Movate
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Mike McWilliams shared thisCustomers expect experiences tailored to their journey. 82% say personalization drives brand choice, and 90% want relevant communication. Manual personalization can’t scale, GenAI can. Read more - https://lnkd.in/emqN7wmy Our latest PoV explores how GenAI enables real-time, hyper-personalized CX without compromising trust or speed: - Why static customer profiles fail - How GenAI drives 2x engagement & 1.7x conversions - What responsible AI personalization takes #Movate #GenerativeAI #CustomerExperience #PersonalizationAtScale #EnterpriseAI #DigitalCXScaling Personalized Customer Experience with GenAI | Movate posted on the topic | LinkedInScaling Personalized Customer Experience with GenAI | Movate posted on the topic | LinkedIn
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Mike McWilliams shared thisMovate has been recognized as a Leader in NelsonHall’s CX Services Transformation 2025 NEAT evaluation. Our strengths in GenAI, conversational AI, automation, analytics, and agile engineering continue to fuel end-to-end CX transformation for global enterprises. Grateful to Ivan Kotzev for the detailed evaluation. Explore the full report here: https://lnkd.in/efnxNT6B #Movate #NelsonHall #CXTransformation #AIinCX#movate #nelsonhall #cxtransformation #customerexperience #aiincx #digitalcx #aifirst | Movate#movate #nelsonhall #cxtransformation #customerexperience #aiincx #digitalcx #aifirst | Movate
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Mike McWilliams liked thisMike McWilliams liked thisLast week marked the end of a career journey that began nearly 20 years ago with Whirlpool. As I prepare to move on, I want to take a moment to appreciate all that the company has provided me. There are so many moments I will never forget—building cardboard boats for United Way, themed town halls, Christmas office decorating contests, traveling to plants to better understand our products, kitting service parts in Plainfield during COVID, leading the high school intern immersions, and helping with the planning of the company’s 100-year anniversary. I feel truly fortunate to have been part of a company that values continuous improvement, collaboration, integrity, and people. Working with such talented and passionate colleagues has been both a privilege and a pleasure. The teams I’ve been part of have felt more like family than colleagues. I look forward to continuing these relationships beyond the workplace. Lastly, I’ll be staying in the area joining a well established privately owned global company following my passion of continuous improvement and leveraging systems solutions to drive change.
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Mike McWilliams liked thisMike McWilliams liked thisI’m excited to share that I’ve joined #Medtronic as Vice President of Global Portfolio Strategy, Market Access, and Region-Led Markets for the Cardiac Rhythm Management business. It’s an honor to step into a role with an organization whose legacy of #innovation has shaped modern #cardiovascular care and improved millions of lives. I’m deeply compelled by Medtronic’s mission to advance human welfare through a #biomedical #engineering roadmap that turns what seems like science-fiction to the standards of care that alleviate pain, restore health, and extend life all around the world. Throughout my experiences across various companies, countries, functions, and medtech categories, one principle has consistently guided me: People First - starting with patients, caregivers, clinicians, partners, and culminating with the teams I’ve been privileged to lead. I’m energized to bring that mindset to Medtronic as we shape the next era of CRM’s portfolio, strengthen global patient access to life-saving technologies, and advance innovations that empower electrophysiologists with cutting-edge diagnostics and therapies. Cardiovascular devices and diagnostics is an exciting new chapter in my career journey, building on my biomedical engineering credentials along with my global commercial strategy and operations experience in wearable devices and connected digital health. I’m grateful for this opportunity and look forward to partnering with the exceptional CRM team all over the world to build what comes next. Let’s go Engineer the Extraordinary!
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Mike McWilliams liked thisMike McWilliams liked thisWhen CX success is measured only by SLAs and volumes, business impact stays unclear. Outcome-based CX shifts the focus to measurable retail results. Read more - https://lnkd.in/g9CpJg8U The article explains how retailers can align CX performance with conversion, retention, and growth outcomes. A smarter model for CX-led retail growth. #CXStrategy #RetailCX #DigitalRetail #MovateRetail CX Investments: Driving Revenue, Conversion, and Loyalty | Movate posted on the topic | LinkedInRetail CX Investments: Driving Revenue, Conversion, and Loyalty | Movate posted on the topic | LinkedIn
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Mike McWilliams liked thisMike McWilliams liked thisGandalf: “You’ll have a tale or two to tell when you come back” Well the last few days have been an experience, with plenty of ups and downs, but I will be eternally grateful to those that helped to get me home & Bose for being supportive in getting me back as quick as possible… and it’ll be the a story to tell, the trip that led to lap around the world! London - Abu Dhabi - Manila - Los Angeles - London
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Mike McWilliams liked thisMike McWilliams liked thisLast week at the Involve Role Model Gala I had the real privilege of presenting the inaugural Inclusive Leader of the Year Award. It’s a new category, and one that shines a light on the HR and DEI leaders who are pushing inclusion forward in ways that genuinely change organisations and the people within them. I was proud that D&G sponsored this award. Inclusive leadership isn’t a nice to have, it’s the difference between a culture that happens by accident and a culture built with intention. The best leaders listen without ego, challenge bias when it shows up, and create space for every person to feel seen, heard and able to contribute. This year’s winner, Emily (Heath) Halsey (she/her) embodies exactly that. It was inspiring to recognise someone who leads with courage, integrity and a deep commitment to building environments where everyone has the chance to thrive. It was also a joy to celebrate alongside colleagues from across D&G and Aston University, as well as so many other organisations who champion inclusion. The energy in the room was a reminder of how many people are working every day to create workplaces where everyone can succeed. Inclusion sits at the heart of how we innovate at D&G. Our partnership with Aston University is a great example. By investing in the next generation of innovators, especially those from communities historically underrepresented in higher education, we’re opening doors, widening access and helping future talent thrive. Thank you to everyone who champions this work. It was an honour to represent D&G at such a meaningful event. Domestic & General
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Mike McWilliams liked thisMike McWilliams liked thisBig momentum at DoorDash Canada 🚀 Proud to share that we’re growing our offshore account management team with 20 new account managers, along with two team leads and two QAs. Watching this team scale has been incredibly rewarding…not just in numbers, but in the talent, energy, and dedication each new hire brings. For me, this growth is about more than headcount. It’s about building a team that genuinely cares about our restaurant partners and shows up every day to help them succeed. Having strong leadership and quality support in place is a big part of that! Shoutout to this programs leadership team, our cross functional partners, and my leaders - You’ve been instrumental to the success of what we are building. Excited for what this means heading into Q2. More merchant growth, stronger relationships, and an even better experience for the restaurants we serve. Dream big, start small.
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Mike McWilliams liked thisThroughout my career I’ve seen the powerful impact created when we invest our time, support, and advocacy in others. When we lift one another up and when we champion others, we all gain. I’m especially proud of this investment we make at Domestic & General to create a more inclusive workplace and how our Women’s Network continues to create space for connection, support and development for our colleagues. Today we celebrate the women who have helped shape our paths before us and reflect on the responsibility many of us now have to do the same for others. Happy International Women’s Day 💜 #IWD2026 #InternationalWomensDayMike McWilliams liked thisOn Sunday 8 March, we mark International Women’s Day - a moment to celebrate the achievements of women across the world and to recognise where we can do more to advance gender equity. This year’s theme, #GiveToGain, is a powerful reminder that when we champion one another through mentorship, allyship, or simply making space for every voice, we accelerate progress for all. Every act of support, no matter how small - helps strengthen that culture. Our Global Women’s Network helps drive that spirit forward, with the launch of it's new Career and Personal Development Pillar, designed to create meaningful opportunities to connect, learn and grow. We’re helping build a more equitable, resilient and successful environment for everyone. Amy Wright, Our Chief of Staff and Chair of our Global Women’s Network states: “I'm incredibly proud of how our Global Women’s Network is driving this new pillar. It brings our Inclusivity ambition to life—creating opportunities for women and using our scale to spark lasting change. As we celebrate International Women’s Day, we’re reminded that to achieve equity demands action—dismantling the barriers that women still face. Through this network and the initiatives we build together, we’re not only celebrating women today; we’re investing in their success every day.” Together, we are strengthening a workplace defined by respect, opportunity, and meaningful inclusion for all women. 💙
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Mike McWilliams liked thisSo true and reposting to reach more! Some good advice in here!Mike McWilliams liked thisIn the fast-paced world of professional growth, we often wear "overthinking" like a badge of honor. We mistake stress for productivity and hyper-analysis for diligence. But here’s a hard truth: Being sad, angry, or stuck in a mental loop isn’t a strategy—it’s a drain. It’s time to shift your ROI from "output at all costs" to "internal peace." When we stop trying to micromanage every outcome and simply let things flow, we actually unlock a higher level of performance. Resilience isn’t about fighting every battle; it’s about having the wisdom to stay positive when things don’t go according to plan. Choose to be happy today. It’s not about ignoring challenges; it’s about refusing to let them hijack your mental space. Protect your energy, stay focused on the "now," and watch how your professional world transforms when you lead with a positive mindset. - Our new Amazon Bestseller, Inspirational Leadership Quotes, Finding The Courage To Lead, is more than just a collection of quotes; it serves as a heartfelt guide for transformation. Each page inspires you to embrace new perspectives, strengthen determination, and ignite action. Learn more by clicking the link below. https://lnkd.in/eT5HKFnV.
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Mike McWilliams liked thisMike McWilliams liked thisI’m excited to share that I’ve joined the Catalina Island Company as Senior Vice President, Revenue Operations. Catalina is a truly unique destination, offering a rare combination of natural beauty, great dining, and memorable experiences just an hour’s ferry from Los Angeles. It’s a place that invites you to slow down, explore, and get away from it all. In this role, I’ll be focused on bringing together our marketing, sales, call center, and guest experience efforts to create a more connected and seamless experience for our guests, while supporting continued growth across the business. I’m especially excited about the opportunity to build on a strong foundation, work with a talented team, and come together to improve how we operate and serve our guests. Thank you to Geoff, Robert Hunter Rusack, and the Board for the opportunity. Looking forward to what we will build together.
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Movate
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I volunteer in the fire service to protect and serve my community. With in this role I complete multiple yearly public relations activities including marketing and fundraising activities.
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Head and Assistant Coach across football, hockey, and lacrosse. Committed to building a positive, developmental environment where athletes grow their skills, achieve goals, and enjoy the game. Experienced in leading teams, mentoring young athletes, and fostering collaboration among players, parents, and fellow coaches. Focused on developing not only athletic performance but also teamwork, discipline, and resilience that extend beyond the field.
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Senior DeMendonca
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🌟 OnCalla LLC: Comprehensive Call Center Services in Maine 🌟 Looking for inbound call center providers in Maine? At OnCalla LLC, we deliver professional customer support, medical call center solutions, and 24/7 answering services. Recognized among the best call center companies in Maine, we help businesses across industries improve customer satisfaction and streamline operations. 👉 Learn more: https://lnkd.in/d9GW4q6p 📍 Local Coverage Across Maine We proudly serve businesses in the top 25 cities and towns across Maine, ensuring local expertise with nationwide quality: • Portland inbound call center services • Lewiston call center providers • Bangor medical call center solutions • South Portland customer support call center • Auburn best call center companies • Biddeford inbound call center support • Sanford call center outsourcing • Saco medical call center providers • Westbrook inbound call center solutions • Augusta customer service call center • Waterville call center providers • Presque Isle inbound call center services • Brewer medical call center support • Bath best call center companies • Old Town inbound call center providers • Rockland medical call center solutions • Ellsworth customer support call center • Caribou inbound call center services • Gardiner call center providers • Belfast medical call center outsourcing • Orono inbound call center support • Kittery best call center companies • Rumford medical call center providers • Skowhegan inbound call center services • Houlton customer service call center By combining local Maine expertise with national call center standards, OnCalla LLC ensures your customers receive the care and attention they deserve. 🔖Professional Hashtags hashtag#CustomerExperience hashtag#BusinessSolutions hashtag#ClientSupport hashtag#OperationalExcellence hashtag#ProfessionalServices Local Maine Hashtags hashtag#MaineBusiness hashtag#PortlandME hashtag#BangorME hashtag#LewistonME hashtag#AugustaME hashtag#MaineCompanies hashtag#PineTreeState Industry‑Focused Hashtags hashtag#CallCenterServices hashtag#InboundCallCenter hashtag#MedicalCallCenter hashtag#BestCallCenterCompanies hashtag#CustomerSupportSolutions
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Michael Replogle
Site Selection Group, LLC • 8K followers
The best BPO strategy is highly dependent on your context. What works for a fintech scaling fast in three languages is not what works for a retail brand navigating thin margins and high turnover. And neither of those strategies fits a healthcare org with HIPAA constraints and aging infrastructure. 𝗞𝗲𝘆 𝘃𝗮𝗿𝗶𝗮𝗯𝗹𝗲𝘀 𝘁𝗵𝗮𝘁 𝗰𝗵𝗮𝗻𝗴𝗲 𝘁𝗵𝗲 𝗲𝗾𝘂𝗮𝘁𝗶𝗼𝗻: 🔹 Industry regulations 🔹 Customer lifecycle complexity 🔹 Internal vendor management capacity 🔹 Labor mix (W2 vs. 1099 vs. EOR) 🔹 Required SLAs (by channel) 🔹 Degree of AI-readiness 🔹 Near-term vs. long-term cost pressures 🔹 This list gets pretty long, but you get the idea. 𝗬𝗼𝘂 𝗱𝗼𝗻’𝘁 𝗻𝗲𝗲𝗱 𝘁𝗼 𝗳𝗶𝗴𝘂𝗿𝗲 𝘁𝗵𝗶𝘀 𝗼𝘂𝘁 𝗮𝗹𝗼𝗻𝗲. I’ve helped clients across industries — healthcare, energy, retail, hospitality, finance, etc. — architect contact center strategies that: ✅ Reduce cost per contact — without cutting corners ✅ Boost NPS through specialization and coverage ✅ Enable continuous to-spec service quality across LATAM, APAC, and EMEA ✅ Maintain agility to scale or pivot without replatforming At Site Selection Group (https://bit.ly/43bQSz9), we have access to a vetted database of geographical insights. After 38 years in the contact center space, our network encompasses countless pre-vetted BPO providers across onshore, nearshore, and offshore regions. And our expertise in CX, outsourcing, and operational leadership enables us to match clients with the right-fit partners based on actual business constraints (not slide decks and RFPs). We can help you maximize the value of CX outsourcing. Check out my video on how: https://bit.ly/3ZgTTvD #Consulting #Outsourcing #BPO
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Parker Andrus, MBA
TELE-NET • 3K followers
When AI really started gaining steam a couple of years ago, many people guessed that it likely meant the end of Call Centers and Human Customer Service on the phone. However, in the past few years, we've seen tremendous growth in the demand for human agents because of how AI is enhancing the customer and CS agent experience. Thanks to Chris Kesler for the great conversation about how AI is revolutionizing the contact center industry, but not in the way it was originally predicted.
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Senior DeMendonca
OnCalla LLC • 27K followers
🌟 OnCalla LLC: Comprehensive Call Center Services in Rhode Island 🌟 Looking for inbound call center providers in Rhode Island? At OnCalla LLC, we deliver professional customer support, medical call center solutions, and 24/7 answering services. Recognized among the best call center companies in Rhode Island, we help businesses across industries improve customer satisfaction and streamline operations. 👉 Learn more: https://lnkd.in/g9fRnyen 📍 Local Coverage Across Rhode Island We proudly serve businesses in the top 25 cities and towns across Rhode Island, ensuring local expertise with nationwide quality: • Providence inbound call center services • Warwick call center providers • Cranston medical call center solutions • Pawtucket customer support call center • East Providence best call center companies • Woonsocket inbound call center support • Coventry call center outsourcing • Cumberland medical call center providers • North Providence inbound call center solutions • South Kingstown customer service call center • West Warwick call center providers • Johnston inbound call center services • North Kingstown medical call center support • Newport best call center companies • Bristol inbound call center providers • Westerly medical call center solutions • Lincoln customer support call center • Smithfield inbound call center services • Central Falls call center providers • Portsmouth medical call center outsourcing • Barrington inbound call center support • Middletown best call center companies • Narragansett medical call center providers • Scituate inbound call center services • Glocester customer service call center By combining local Rhode Island expertise with national call center standards, OnCalla LLC ensures your customers receive the care and attention they deserve. 🔖 Hashtag Sets for LinkedIn Visibility Professional Hashtags hashtag#CustomerExperience hashtag#BusinessSolutions hashtag#ClientSupport hashtag#OperationalExcellence hashtag#ProfessionalServices Local Rhode Island Hashtags hashtag#RhodeIslandBusiness hashtag#ProvidenceRI hashtag#WarwickRI hashtag#CranstonRI hashtag#PawtucketRI hashtag#OceanState hashtag#RICompanies Industry‑Focused Hashtags hashtag#CallCenterServices hashtag#InboundCallCenter hashtag#MedicalCallCenter hashtag#BestCallCenterCompanies hashtag#CustomerSupportSolutions
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Amy McDonnell
Flip • 2K followers
🧠 Errors are feedback, not failure. In BPO, we’re wired to minimize mistakes. But when perfection becomes the goal, growth gets sidelined. The best CX teams aren’t flawless. They’re fearless. They operate in cultures where missteps spark learning, not blame. Where agents are trusted to think, not just execute. If we want innovation at the edge, we need to normalize the messy middle, where experiments happen, feedback flows, and real progress begins. Because when people feel safe to get it wrong, they’re far more likely to get it right. #CX #BPO #POSitivelyDifferentCX #POSCX
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Rafael Viaud
EXECUTEL • 2K followers
What I enjoy most about working within the same business network, is watching how the perception of BPO shifts. At first, executives are cautious... concerned about expectations, security, or even losing control. But when they see the results we deliver in their own industry and within their community, those fears fade. That’s when trust grows to more responsibilities, new positions, stronger referrals, and, ultimately, they realize that having a strategic ally like EXECUTEL brings value that goes far beyond cost savings.
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Gabriel Grover
EXL • 8K followers
Most CX leaders aren’t struggling with AI. They’re struggling with trade-offs. You can: Protect margin. Or protect experience. Standardize everything. Or empower judgment. Push self-service hard. Or make it easy to reach a human. Every decision looks small in isolation. But stacked together? They define your brand. The hard part of leading CX in 2026 isn’t technology. It’s deciding where you’re willing to disappoint someone: Finance. Operations. The customer. Or your team. The best leaders I see are clear on one thing: They choose intentionally. Not reactively. If you’re leading a service organization right now, What trade-off are you being forced to make this quarter?
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Aparna Veera
2K followers
https://lnkd.in/d7riUt_z In today’s modern workplaces—especially in the BPO industry where we often work night shifts—chronic cough and cold are common due to constant temperature shifts in and out of air-conditioned offices. What if you could ease this during work hours—without leaving your desk or taking medicines? - The answer lies in your own hands. 🖐️ Through Mudra Science—an ancient, scientifically-backed practice—you can activate natural healing pathways using just your fingers. No pills, No side effects, Just mindful hand gestures that restore balance. Sharing this because I’ve successfully used it myself—simple, effective, and empowering. Curious to know how? 👇 #CorporateWellness #LeadershipWellness #WorkplaceHealth #MudraScience #TaskUsWellness #TeammatesWellbeing #TaskUsCares
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David Pacheco Carbonell
TP • 3K followers
Collections isn’t just about calling more, it’s about understanding more. When support is personalized, everything changes. Recently, a U.S. financial institution came to us with a familiar challenge: rising overdue accounts, limited visibility into customer behavior, and QA processes that weren’t scaling. At TP, we paired AI-powered predictive analytics with focused expert training and a streamlined QA framework. The outcome: clearer insight, smarter segmentation, and truly tailored conversations that moved the needle, respectfully and efficiently. If you’re rethinking your approach to collections, this is a great place to start 👇 👉 https://lnkd.in/dtriXZfH #TPBeInspired #AI #Collections #CustomerExperience
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Jon Stough🏃
TTEC • 3K followers
Here’s why I like this Service to Sales model: it doesn’t try to force sales, it turns support conversations into value-driven offers just when they matter. By blending behavioral data, intent recognition, and coaching, TTEC helps transform routine care interactions into real revenue, while keeping CX tight. Curious how support + sales can coexist? This explains it: https://okt.to/b1jsfa
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Kristen Alexander
ResultsCX • 1K followers
Addressing the growing expectations of customers while updating outdated contact centers is a significant hurdle for utilities. ResultsCX assisted a top energy provider in executing a comprehensive CCaaS transformation within 90 days, establishing a scalable, agile, and future-ready customer experience platform. Read the full story: https://gag.gl/XxxxDX.
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Tonya Ventre
ResultsCX • 603 followers
In the fast-changing energy industry, updating CX platforms is essential for agility, compliance, and maintaining customer trust. A top energy provider in North America teamed up with ResultsCX to implement a comprehensive CCaaS transformation. The outcome: a contact center designed for efficiency, scalability, and exceptional customer engagement in only 90 days. Read on - https://gag.gl/71Hkti.
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Rae Ramirez, CHRP
ResultsCX • 23K followers
In the fast-changing energy industry, updating CX platforms is essential for flexibility, compliance, and building customer trust. A top energy provider in North America collaborated with ResultsCX to achieve comprehensive CCaaS transformation. The outcome: a contact center designed for efficiency, scalability, and exceptional customer interaction, all accomplished in just 90 days. Read on - https://gag.gl/71Hkti.
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Venky Sripathi
Foundever • 2K followers
CX is no longer just a support function - it's a growth engine. From AI-driven personalization and predictive analytics to seamless omnichannel journeys and smarter performance metrics, the CX landscape is rapidly transforming. Discover the key trends shaping the future of CX in 2025 #CX #AI #Omnichannel #CXTrends #CustomerSuccess #FutureOfCX ContactPoint 360
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Michael O'Neil
iQor • 3K followers
“We aren’t satisfied with our current BPO…but we’re focused on AI right now.” I’ve heard versions of this in many conversations at CX conferences over the past several months. This quote assumes that AI initiatives and BPO partnerships are separate conversations. That BPOs won’t support the transition. Or perhaps unspoken, that there is a sentiment that BPO’s will resist automation to protect seat-based revenue. But AI initiatives shouldn’t delay decisions to partner with the right BPO. The BPO partners that succeed in this shift will focus on: 1. Shared value creation where automation and outcomes benefit both sides. 2. Carefully select what the right tools are, and who controls them. 3. Capable of transitioning from legacy conversation handling to decision routing. AI will change the economics of CX operations. But someone still has to run the environment where those decisions actually play out and the right partners are embracing the change. CCW Digital, iQor
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Jan Michael Pinpin-Fe
Tata Consultancy Services • 661 followers
If your IVR feels like a "digital maze," you aren’t saving money—you’re burning customer loyalty. In the BPO world, we often treat the Interactive Voice Response (IVR) system as a shield to deflect calls. But the modern customer doesn't want to be deflected; they want to be directed. The goal isn't to keep people off the phones; it's to ensure that when they do reach a human, they are primed for a resolution, not a confrontation. Here is how we are evolving IVR from a barrier into a strategic asset: 1. Zero-Party Data Integration Stop asking customers for their account numbers if they’re calling from the mobile number on file. Use CTI (Computer Telephony Integration) to recognize the caller instantly. • The Goal: Move straight to: "Hi Sarah, are you calling about your recent order #1234?" 2. The "Visual IVR" Pivot Traditional voice menus are linear and slow. By sending a secure link to a Visual IVR via SMS, we allow customers to navigate complex menus, upload documents, or select dates on a calendar with a tap. • The Result: Massive drops in Average Handle Time (AHT) and higher First Contact Resolution (FCR). 3. Conversational AI (NLU) over "Press 1" Static menus are dying. Natural Language Understanding (NLU) allows customers to speak their problems in plain English. • Pro-tip: Don't just ask "How can I help you?" Give them examples like, "You can say 'Check my balance' or 'Technical support.'" 4. Intelligent Call-Back (The "Queue Killer") Nothing kills CSAT faster than hold music. Offering a "Position-in-Queue" call-back allows the customer to go about their day while keeping their place in line. It balances the workload for our agents and respects the customer’s time. The Bottom Line: An IVR should be a concierge, not a gatekeeper. When you optimize the entry point, you set your BPO agents up for success and your customers for satisfaction. #BPO #CustomerExperience #IVR #ContactCenter #CXTech #DigitalTransformation #Marketing
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Christina Snyder
Emapta Global • 978 followers
The CFO role has shifted faster than almost any other in the business. Finance teams are now expected to manage reporting, automation, analytics and strategy all at once, and the pressure is real when capacity or capability is stretched. What changes everything is having the right structure around them. When leaders have access to highly skilled, AI-ready global talent, they can keep strategic work close to the business while building a seamless extension of their team offshore for other tasks. That blend of capability, continuity, and clarity is what gives CFOs the space to think, innovate and lead. And it is becoming one of the most important conversations in finance today.
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Simon Dillsworth
TTEC • 4K followers
Here’s why I like this Service to Sales model: it doesn’t try to force sales, it turns support conversations into value-driven offers just when they matter. By blending behavioral data, intent recognition, and coaching, TTEC helps transform routine care interactions into real revenue, while keeping CX tight. Curious how support + sales can coexist? This explains it: https://okt.to/xA4oky
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