How a company on a mission put a human face on customer service Televerde, a global demand generation company, revamped the customer experience by giving their staff of teleservice agents— about 350 of which are women in corrections—actionable customer feedback integrated with operational data, companywide. Placing customer happiness front and center When Michelle Cirocco took over as Televerde’s Head of Global Marketing, she and CEO James Hooker agreed to change the approach on how they support customers. Taking a customer-centric view meant two things to Michelle. First, they needed to keep tabs on Televerde’s Net Promoter Score® (NPS)®, an indicator of customer sentiment. Second, they needed to integrate information gathered from customers into their Salesforce® instance to mak

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