Wise.io, which delivers predictive applications that transform how businesses engage with customers, today announced that Sean Rivers of Republic Wireless, a disruptive wireless carrier leveraging WiFi to lower consumer smartphone bills, was selected as a winner of the 2015 1to1 Media Customer Champion Awards. As Director of Operations Technology, Sean defines the tools, processes and policy to make customers happy. For four years, he has done this without a single contact center agent. Instead, he relies on the innovative use of technology -- including initiatives focused on community, customer-to-customer ticketing and machine learning -- to augment and accelerate human interaction.
"I'm honored to be recognized by 1to1 Media for the innovative approaches that my team and I have been working so hard on," said Rivers. "Tools like machine learning that empower our agents' decision making without rote automation have really paid off, as we can make the most out of every interaction to suggest improvements based on past performance. In the coming year, I'm looking to double-down on the promise of machine learning to help make ticket routing suggestions and recognize the most pressing customer issues even before we are presented with a ticket."
Now in its 11th year, the 1to1 Media Customer Champions program recognizes customer-centric leaders who use innovative approaches to instill customer-focused strategies throughout their organizations. These innovative, determined and creative leaders understand that engaged customers make a positive bottom-line impact and treat customers as the valuable resource they are.
"A true visionary, Sean has put together a strategic roster of technology solutions and initiatives that is having a dramatic impact on his support operations," said Jeff Erhardt, CEO at Wise.io. "It's a tricky balancing act to apply automation liberally while still maintaining a human touch, and Sean is doing that successfully. I look forward to seeing how he will continue to lead the industry with new thinking that challenges the status quo."
"As the world becomes more digital, support organizations are becoming increasingly overwhelmed and unable to sift through the sheer volume of data," said Mila D'Antonio, editor-in-chief of 1to1 Media. "Already demonstrating measurable results and accuracy rates, machine learning is fast becoming a viable option to facilitate the personalized and efficient experience that customers crave. It's exciting to see the range of strategies that this year's winners have put in place and the impact on their organizations, their customers and the industry."
The 2015 1to1 Media Customer Champions e-book is available for download here: http://go.1to1media.com/2015CustChampseBook