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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

How Do You Sound?

If you’re a general manager or an owner, it’s your responsibility to know how your company sounds 24 hours a day. This is shocking news to some, but knowing how you sound is vital to the continued success of your organization.
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Your Call Center Should be a Revenue Generating Machine

Have your customer service team become brand ambassadors for your company.
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Prepare Your Company, Team for When Disaster Strikes

The only way to provide any help in your community is to have a solid disaster plan in place.
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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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