Paul Herdsman – Streamlining Customer Service Operations

Paul Herdsman is the co-founder and Chief Operating Officer of NICE Global. NICE Global is based out of Jamaica and offers an array of full-service customer service business solutions. Paul has extensive experience in managing teams of outsourced customer service. His expertise is in building seamless customer service experiences and streamlining the process to help businesses run efficiently.

His inspiration in creating NICE Global was to streamline the process of customer service for businesses, improving customer retention, and helping the businesses expand without having to use an in-house staff.

As an operations manager, Paul Herdsman found that trying to manage several teams across many different countries was not an effective approach for business. Customer service organizations need to be useful, have a certain protocol, and service the business with customer retention and profitability in mind. It needs to be in one central location that is convenient with a population of customer service representatives that speak English to assist English-speaking consumers.

In selecting the location of Montego Bay, Jamaica for his business, he found a centralized place that made his job easier. He was able to observe staff operations, manage their extensive training, showcase the office with tours for potential clients, and offer on-site meetings.

The company is responsible for many roles in addition to customer service representatives. They provide inbound sales, data entry, technical support services and more to businesses. Having a full-service support team allows businesses to focus on growth and development knowing that their customers are assisted with a certain level of excellence. The company’s goal is to gain trust and develop a true partnership with the business client.

Paul’s goal is to prepare his employees for successful careers in the customer service and support industry. They also save time and money by cross-training employees and offering continuous training. Keeping employees actively engaged in the process and tied to the company’s success is key.

Paul Herdsman’s: Twitter.