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Contact Center Outsourcing Provider Hires Experienced CEO to Empower Customers

By Amanda Ciccatelli, TMCnet Web Editor

Contact center outsourcing has grown to be an integral aspect of major industries around the world. If your business is behind because of lack of time, money or human resources, then finding a contact center outsourcer can help your business easily solve problems and make improvements. Contact centers provide businesses with a flexible infrastructure to handles a wide range of inbound and outbound solutions covering an array of industries.

Recently, CallSocket, a U.S. outsourced call center services and solutions company, hired Mary Cook as its new CEO. Cook has almost 20 years of global experience working with Fortune 500 companies in healthcare, financial services, telecommunications and retail to develop and improve operations of customer service centers.

 A newly created company in 2011, CallSocket recently acquired the historic Oakland Tribune Tower which will serve as its headquarters and will be where it plans to create hundreds of new jobs. CallSocket's agents respond to customer service opportunities over not just the traditional phone call but also through e-mail, SMS, instant chat, and social networks.

"I’m thrilled to be a part of this new generation of contact centers,” said Cook. "CallSocket is the contact center of the future. Today’s customer talks about and interacts with your brand over many different channels - phone, email, SMS, mobile, instant chat, and social networks - and each impression counts," said Cook.

Previously, she was an executive with Seattle-based Varolii, a SaaS (News - Alert) company specializing in customer interaction management software. She most recently served as Varolii's call center practice manager where she worked with customers to assess current and future state call center and communication needs.

Allan Young, founder of CallSocket, added, "She's built a career out of empowering customers. CallSocket is a brave new company looking for courageous and talented individuals who are committed to customer service because it matters."

Cook continued, “With the emergence of mobility and social media as the way to reach consumers, companies have an opportunity to provide a richer and more complete customer experience across the entire customer life-cycle.”

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