Wesley O'Brien
Managing Director

Linked In Profile and Connect

 

Wesley brings signifcant Call Center Industry experience with leadership roles across key BPOs and Fortune 50 companies.

 

CrowdEngineering

CEO

CrowdEngineering builds innovative Social CRM solutions enabling companies to turn the force of their crowds (employees, customers & partners) into business advantage.

 

Xchanging

President and COO

 

CPR Consulting

President

 

PRC

President and COO

 

MCI

President

 

MCI Small Business Division

General Manager

 

 

Linked In Profile and Connect

 

Joseph has previously held key roles at the following companies:

 

CrowdEngineering

President, US Sales

CrowdEngineering builds innovative Social CRM solutions enabling companies to turn the force of their crowds (employees, customers & partners) into business advantage.

 

XChanging

US Head of Service

Led a client service organization in support of 300+ Fortune 100 companies supporting and growing over $200M in yearly revenue.

 

SkyTel

Vice President of Operations

Managed all Finance, Customer Service and Back-office operations for the company. Prepared and presented monthly Sales (including Adds, Drops, Net Adds) and Financial Performance to Executive Team and Company Board.

 

Accenture

Partner

 

AT&T

Director of External Telemarketing

 

 

Joeseph Ferraro
Managing Director

We are a Service Oriented consulting firm with a focus on Customer Experience design, Service Support and Social Media/Self Servicing integration. Our experience crosses various industries; financial services, telecommunications, fashion, technology and utilities.

 

Our Strategic Partners bring additional expertise and industry experience.

The Zeroto Group

Linked In Profile and Connect

 

 

The Customer Experience Factory

Founder and CEO

Launched the company to provide customer experience solutions which include general consulting services for service/marketing organizations. Examples of projects include social media for care, outsourced call center programs and processes and supporting BPOs in their client engagements.

 

 

American Express

World Service Organization

Held various leadership roles over 8 years including Director of Partner/Vendor Management, Chief of Staff and Finance strategy roles. Developed servicing transformation strategies for established and new businesses as well as delivered significant reengineering savings.

 

 

 

Michelle Mullman
Strategic Partner of The Zeroto Group
CEO of The Customer Experience Factory

Self Service Assessment and Strategy

 

Overall, the vision for Self-Service is to serve as a source of competitive differentiation and advantage by equipping customers with anytime/anywhere access to information and services to help expedite their normal business operations and resolve issues through the channel (and device) of their choice.

Recent White Papers

Is Call Deflection Dead?

 

Click below to see an example of linking an investment in Deflection Rates to improve ROI for the call center. Joe Ferraro provides a perspective on this and other types of call center investments.