ResortCom President Keynotes Call Center Week

Alex Marxer, president of ResortCom International, serving the timeshare industry, spoke at the 15th Annual Call Center Week. His topic, “The Quest for the Modern Contact Center,” addressed the cultural transformation ResortCom made in the past year.

According to Marxer, “Zappos inspired us to undergo a cultural transformation that became the centerpiece of our call center success. We make fantastic customer service a profit center. Our philosophy combines the spirit of innovation and partnership. We keep our clients’ portfolios healthy and cash flow strong while ensuring a positive experience for owners and members through online self-service and a customer service staff with a concierge-like attitude.”

With high-level technology and a culture combining professionalism and fun, ResortCom is able to continue to listen and be flexible. With fifty agents and 125 employees in its Las Vegas call center, they combine the operations of four company departments to handle inbound and outbound calls.

Call Center Week is the largest gathering for buyers and sellers in the contact center industry. This year’s event, themed “Competing on Service: Seize the Opportunity,” immersed the 1500 attendees in skill-based workshops, master classes, networking opportunities, and call center tours.

[Posted by Peter DeHaan for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

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