Tom Merriott

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"

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Customer Service Teams Need Processes for Business Growth

Take your “best of” lists of what your CSRs are already saying, add in the basic rules of customer service, and make a rough draft of your phone-answering script.

Originally published Published: 10.02.21 Author By Tom Merriott

Your Call Center Should be a Revenue Generating Machine

Have your customer service team become brand ambassadors for your company.

Originally published Published: 10.01.18 Author By Tom Merriott

Prepare for When Disaster Strikes

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

Originally published Published: 04.01.18 Author By Tom Merriott

Focus on Customer Service

Transform your CSRs from simple ‘call takers’ to best-in-class customer service specialists.

Originally published Published: 08.01.17 Author By Tom Merriott

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.

Originally published Published: 05.04.17 Author By Tom Merriott

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.

Originally published Published: 02.01.17 Author By Tom Merriott

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