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Tom Merriott, a business coach at Nexstar who focuses on call-center, dispatch and contractor communication process excellence, brings years of call center and management experience from independent HVAC, plumbing and electrical contractors. For additional information, visit nexstarnetwork.com.

Articles by Tom Merriott

Focus on Customer Service

Transform your CSRs from simple ‘call takers’ to best-in-class customer service specialists.
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Your Call Center is a Brand Experience

If your marketing proclaims you to be the expert, the doctor, the professional, then your call center should reflect that brand.
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Maximize Your Dispatch

When done correctly, a combination of variables will lead to your ultimate success — and it starts with getting your entire team on board.
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