“I have the opportunity to work with Mark in several impactful projects at Roku Pay to help Roku improve CSAT & reduce Customer Care cost. Mark is an innovator in Customer Care and his team truly provide voice-of-the-customer and that has helped us jointly designed the best user experience. Through Mark's leadership is Customer Care is very much part of the user experience and not an after thought. I look forward to work with Mark on more projects!”
Santa Clara, California, United States
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About
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What are the top onboarding practices for new team members?
I have found the following to be critical for onboarding: 1. Create a documented onboarding plan that includes information on who to meet in the first 30 days, directions for how tooling / permissions work as well as outlining an achievable onboarding deliverable. 2. Daily 15-minute (stand up style) meetings during the first week, especially critical if the role is remote. From there, lock down weekly 1:1s you are accountable to (these should not be cancelled by the manager). 3. Agree on the right forum (staff meeting, bosses staff meeting, town hall, etc) for the new hire team member to share their key learnings & recommendations in order to get their "fresh" perspective before they are bogged down with day to day deliverables.
Activity
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Last week, I was in a meeting where everyone was talking about a new initiative. I had *no idea* what it was. Everyone else was clearly in the loop…
Last week, I was in a meeting where everyone was talking about a new initiative. I had *no idea* what it was. Everyone else was clearly in the loop…
Liked by Mark McKercher
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Ever wondered why some executives become powerhouses? Mentorship is often one of the secret ingredients behind their success. A mentor can…
Ever wondered why some executives become powerhouses? Mentorship is often one of the secret ingredients behind their success. A mentor can…
Liked by Mark McKercher
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Paddles Ready? Let’s Pickleball! Join us for the Swing Against Stigma: A Leading with Impact Pickleball Tournament at Customer Response Summit…
Paddles Ready? Let’s Pickleball! Join us for the Swing Against Stigma: A Leading with Impact Pickleball Tournament at Customer Response Summit…
Liked by Mark McKercher
Experience & Education
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Join Marc Bernstein and myself (Michael Goldstein) as we talk about how you can leverage generative AI to automate your post call work, saving time…
Join Marc Bernstein and myself (Michael Goldstein) as we talk about how you can leverage generative AI to automate your post call work, saving time…
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The interaction of Labor & Technology is vital in today's CX strategies. Learn how we've evolved our approach to enhance value in today's CX…
The interaction of Labor & Technology is vital in today's CX strategies. Learn how we've evolved our approach to enhance value in today's CX…
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Over the weekend I had the privilege of joining the Weekend Morning News on KTLA to discuss the CrowdStrike outage and how a meltdown like that can…
Over the weekend I had the privilege of joining the Weekend Morning News on KTLA to discuss the CrowdStrike outage and how a meltdown like that can…
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After prioritizing family time for my daughter's high school graduation and college transition, I am excited to kickstart a new chapter in my…
After prioritizing family time for my daughter's high school graduation and college transition, I am excited to kickstart a new chapter in my…
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Is it time to dump the word "deflection"? 🤔 I love this point from a recent post by Tony Won. Many companies "are satisfied with making the…
Is it time to dump the word "deflection"? 🤔 I love this point from a recent post by Tony Won. Many companies "are satisfied with making the…
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Feeling stuck? Moving sideways might be a good idea. Slower promotions and a weaker job market has led to a lot of folks feeling stuck in a rut…
Feeling stuck? Moving sideways might be a good idea. Slower promotions and a weaker job market has led to a lot of folks feeling stuck in a rut…
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Customer Service Intelligence offers some of the most obvious use cases for using generative AI We are sharing our learnings here on the fine-tuning…
Customer Service Intelligence offers some of the most obvious use cases for using generative AI We are sharing our learnings here on the fine-tuning…
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Comfort is the enemy of your destiny. Read that again and really let it resonate. One of my team members said this to me back in 2019 and it's stuck…
Comfort is the enemy of your destiny. Read that again and really let it resonate. One of my team members said this to me back in 2019 and it's stuck…
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1 out of every 3 VC-backed startups will fail due to a Co-Founder breakup. Ali and I broke every 'rule' and are still going 4 years later. Here's why…
1 out of every 3 VC-backed startups will fail due to a Co-Founder breakup. Ali and I broke every 'rule' and are still going 4 years later. Here's why…
Liked by Mark McKercher
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I'm #hiring a Sr TPM. Come join me as we build some really cool AI-driven tooling solutions for some really cool web3 user problems. While you're…
I'm #hiring a Sr TPM. Come join me as we build some really cool AI-driven tooling solutions for some really cool web3 user problems. While you're…
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Exciting news! Execs In The Know will be releasing a new #AI report in partnership with Gladly on August 8 called, "AI for CX: Exploring Consumer…
Exciting news! Execs In The Know will be releasing a new #AI report in partnership with Gladly on August 8 called, "AI for CX: Exploring Consumer…
Liked by Mark McKercher
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As we all know, the only constant is change. I’ve had the pleasure of spending the last 18+ years of my career with eBay Inc. Now, my run with this…
As we all know, the only constant is change. I’ve had the pleasure of spending the last 18+ years of my career with eBay Inc. Now, my run with this…
Liked by Mark McKercher
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We surveyed over 1,000 agents to find out how they REALLY think about technology in the contact center. Some of the results might surprise you. We…
We surveyed over 1,000 agents to find out how they REALLY think about technology in the contact center. Some of the results might surprise you. We…
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