Contact Center AI Association

The CCAIA hosts quarterly in-person round table discussions in New York City, San Francisco, and Atlanta. Customer experience leaders have the opportunity to exchange best practices for using AI in their operations.

President

ZMAXINC

Helping companies outsource customer service globally.

Chief Operating Officer

Weinberg, Wheeler, Hudgins, Gunn & Dial

Associate

RichardsonClement PC

Business litigation and corporate transactions.

Associate Attorney

Marcell Felipe Attorneys

Tax, corporate governance, and commercial transactions.

The Launch Pad at UM

Law Fellow

Almeida Advogados

Law Clerk

Higher Education Partnership

•   Lobbied as an undergraduate student on behalf of public universities in the state of Alabama. 

•  Helped to recruit and organize over 2,000 students to march in front of the Alabama State House to increase funding for public universities. 

•  Received the "Advocacy in Action Award" in 2010, which is given each year to the students most furthering the cause of public universities in the state of Alabama.

Coordinator

👋 Follow me for posts about the most important news on the use of AI in customer support.

🤝 Exchange ideas with other customer support leaders at CCAIA meetings: ccaia.org

John Walter

Knowledge base management has become a major topic in the Contact Center AI Association. A clean KB is necessary for AI deployments.

Association members chose this to be a main focus of next week's meeting in Austin on Nov. 13. 

Therefore, we're having Martin Hobratschk provide a workshop on KB management. He has KB management experience from Apple, Nest, and Google. Today he provides knowledge management consulting across the industry. 

The other topics will be:
- Measuring ROI on AI investments, and 
- Roles and people driving AI initiatives

And, of course, we have a timely Q4 Legal Update. With a lawyer present to answer questions you may have. 

All of this condensed into 2 hours. The dinner at Uptown Sports Club afterwards will be a well-earned unwind with friends.

You can send me a message if you're interested in learning more or getting involved.

President of the Contact Center AI Association | Founder of ProxyLink

📞Todd 📲 Nelson 🐢🏝

CXO - Founder - Chief Strategist

Ti Solutions

Ti Solutions is an interaction experience design and management services firm established to provide service centric SaaS & SME clients access to enterprise level services capable of establishing industry experience expectations that produce predictably profitable results. 

We provide the PEOPLE, PROCESS, & TECHNOLOGY growing companies need to implement integrated OMNICHANNEL CUSTOMER ACQUISITION & EXPERIENCE MANAGEMENT SYSTEMS augmented with AUTOMATED INTELLIGENCE 💡

Interaction Management systems engineered across all channels:

   📬 Direct Mail
📩 Email
💬 Chat
📲 SMS
📞 Voice
📺.Television
💻 Digital
💲  PAID ADVERTISING

We're helping Ti Life prove happier people create better experiences https://turtleisland.life/life

CxGuy - Founder

Ti Life

We work together.
We work everywhere

Ti Life was established to act as an example of corporate accountability by monetizing social responsibility through talent life experience improvement. 

🔸 WE’RE PROVING HAPPINESS IS PROFITABLE 🔸

💾 Data and behavioral sciences 🔬integrated with traditional talent acquisition systems & 🛎 concierge Services to  help us to ATTRACT, TRAIN, and RETAIN NATIVE ENGLISH SPEAKING & INTERNATIONAL TALENT REMOTELY ONSITE in Koh Tao🐢🏝 Turtle Island 

TI LIFE TALENT EXPERIENCE MANAGEMENT provides onsite 🛎 CONCIERGE LIFESTYLE MANAGEMENT services to the Ti Companies’ 🐢🏝 team & client community partners.

We’re growing quickly and looking for talent in lots of different roles. 

If you're interested in learning while you work living an 🏝 lifestyle we should connect.

JOIN US:  www.turtleisland.life/join  to start your TI Life Talent Journey 

SCHEDULE YOUR  🐢🏝VISIT:  www.turtleisland.life/retreat

CXO - Founder

Referrizer LLC

Referrizer is an AUTOMATED DIGITAL MARKETING & REPUTATION MANAGEMENT SaaS company serving independent local business owners across the United States & Canada. 

As a fractional CXO,  I was responsible for transitioning the company from existing affiliate marketing client acquisition systems to a traditional business model with company owned clients, managed to profitability 📈 . 

Centralizing customer data and  implementing omnichannel omnichannel client acquisition & management systems created the opportunity to launch targeted client acquisition systems with 🔮  predictable COS.

Implemented INTEGRATED CLIENT EDUCATION & MARKETING SYSTEMS to help INCREASE USER ADOPTION & REDUCE CLIENT MANAGEMENT to IMPROVE CUSTOMER EXPERIENCE & INCREASE PROFIT. 

PEOPLE
-Interaction guides integrated with automated coaching assistance & live data capture to reduce agent training liability and increase short term success
-Targeted talent acquisition, onboarding,training, and management systems designed to create career -development potential needed to optimize staffing costs 
-Talent Policies & Performance Management systems engineered to achieve COS & brand voice messaging guidelines
-Workforce Management optimized staffing allowing for 9-8PM blended sales & support interaction management nationwide

PROCESS
-Lead Generation and Sales Cycle Design
-Targeted Marketing
-Client Education
-Complete Journey Data Capture integrated with Sales Cycle Design

TECHNOLOGY
-Automated lead scoring segmented data integrated e and market saturation management system engineered to increase revenue by maximizing total market saturation 
-Talent Application & Tracking System 
-ViciDial Architecture, Design, Development, Implementation, Optimization, and Administration

Contract CXO

Telesero

As a founding partner, I was responsible for the original EXPERIENCE DESIGN and AUTOMATED BUSINESS INTELLIGENCE of what is now Telesero.com. 

My responsibilities helped support the successful launch of client acquisition, onboarding, and management systems integratedneeded to acquire, onboard, and support high volume outbound regulated contact center operations to 📈 within 6 months of conception 
⏱ Per Minute pricing allowed our clients to understand their cost of sale easier
🔔 Automated management notifications help improve performance faster
📞 Automated business logic to reduce VOIP costs through usage reductions better targeting /optimized dialing strategies
👨‍💼 Automated agent staffing & management optimization to increase connects per hour and lower data costs
💯% compliant:  PCI, HIPPA, TCPA, FTC, & SEC compliance

Call Center Improvement

Call Center Improvement is a boutique contact center and outsourced business process systems consulting agency providing short term high impact change management services to SME clients excluded from being able to retain specialized talent cost effectively.

Our services provide  to simplify management of optimized 35-150 FTE contact centers focused on total net program 📈  profitability.

Talent Acquisition & Management
Workforce Management
Interaction Guides
Remote telephony & IT systems management
Quality Assurance and Control program Implementation
Agent Performance
Remote Call Center Supervision

Our diversified TALENT MATRIX is able to implement 

Customer Acquisition & Support
Client Onboarding & Services




Please contact cxguy@turtleisland.solutions for specific CONTACT CENTER MANAGEMENT service descriptions.

Owner

Exceptionaire Technologies

Exceptionaire Technologies is an award-winning outsourced IT & Online Marketing services provider partnering with clients to develop intelligent products within the 🚗, retail, hospitality, real estate, media & technology.

With the help of my partner, I was responsible for the design, implementation, and management of targeted client acquisition & management systems that helped a 37 person company operating at a loss, transition into an 88 person team predictably producing 40% profits. 

Reach out if you're going to be visiting Pune 🇮🇳

Founder - Chief Experience Officer

iQor

iQor is a team of 35,000 passionate employees harnessing 💡 CX technology to deliver an outstanding omnichannel customer experience for brands across the globe. 

Spanning nine countries, we enable diverse teams to scale our BPO digital solutions from local to 🌏 to create the CX experience brands demand to win and keep customers. 

Our BPO solutions result in customer experiences optimized with a 😊  in each interaction. 

Our culture creates 😊  employees who delight customers. 

At iQor I was responsible for the operations and client management of utility service providers regulated by the PUC operating on 90/10 SLA agreements.

SVP Utilities

Americall - Teleperformance

Americall Group Inc.,  now Teleperformance was a customer acquisition & management Business Process Outsourcing service provider supporting Fortune 500 clients across multiple industries
🔹Financial Services & Insurance
🔹Telecommunication
🔹Education
🔹Direct Mail
🔹E-commerce
🔹Political
🔹Non Profit

Manager

McDonald's

At 15, I made the biggest career decision of my life and decided free 🍔🍟 and an air conditioned work environment were better than manual labor in 100+ temperatures detasseling 🌽. 

On my 2nd day, the GM explained how I could 💲  more, cleaning less, if I could take orders and bag 🍔🍟 faster.  

As a senior in highschool I got a corporate education
🔹Sales forecasting & Integrated Inventory Management
🔹Process & Training Systems Management
🔹 Frontline Worker Team Management
🔹P&L vs Profitability Management
🔹People are 🔮  predictable, customers aren’t 🎱

General Manager

Omni Experience Mathematician | Revenue & Profitability Management | BPaaS | Interaction Management | Outsourcing | 🏝️Expert | Let's 💬

I use data and behavioral sciences to architect 💡 intelligent information systems capable of producing predictably profitable experiences
 
In the Corporate Consulting & BPO industries, I was responsible for the design, implementation, and management of direct to consumer Omni Channel Customer Acquisition & Management Systems for clients within the Financial Services & Insurance, Telecom, Utilities, Political, and E-commerce industries across multiple channels.
 
📬 Direct Mail
📩 Email
💬 Chat
📲 SMS
📞 Voice
📺.Television
 
The outsourcing industry taught me to generate profits, providing better value at a lower cost.
 
🔸As an independent Contact Center & Business Process Consultant, I've helped multiple BPO & SME (5-50M) clients automate performance with 💡 systems designed to simplify talent management & reduce costs through process system simplification and error reduction.
 
🔸 As a contract COO, I've helped service-centric clients implement Business Intelligence 💡 engineered to data driven and augmented, scalable people systems capable of producing 🔮 profit.
 
🔸 As a fractional CXO, I've helped SaaS & Startup clients increase user adoption & reduce client management costs with integrated client education & marketing systems engineered to increase LVC through customer experience improvement.
 
🔸As an Offshore Software & Digital Marketing Agency Owner, I monetized my skills to reverse buy a service-based software development & digital marketing company, now Exceptionaire Technologies.
 
Currently, the majority of my time is invested in developing Ti Solutions & launching Life in Koh Tao, 🐢🏝 🇹🇭

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Todd Nelson

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