Mary Murcott is a Customer Care Futurist who assists companies in transforming their customers’ experience. Murcott designs strategies, roadmaps and develops the technical and leadership competencies within companies to deliver world-class service and sales at best-in-class economics.
Murcott is founder and president of Performance Transformations, Inc. Her clients include high profile Fortune 500 companies, as well as medium size companies in financial, healthcare, travel and other service industries.
As a senior executive for more than 20 years, Murcott was instrumental in driving performance turnarounds, startups and consolidations at many companies including American Express, DHL and Cox Communications. She was most recently SVP Service, Sales and CIO of Budget Rent a Car and Ryder Trucks.
A frequent speaker at industry conferences, Murcott recently delivered keynotes at IQPC in Monte Carlo, the Telecommunications Users’ Conference in New Zealand, ICMI Sales Conference in Shanghai, Time Warner Customer Service Conference, CC Institute’ conference in Sweden, IMI’s Call Center Conference in Istanbul, workshops on FCR and Time Management Practices of Top Call Centers at ICMI in Austin, and was moderator for Frost and Sullivan’s ebroadcast on Boosting Acquisitions in Call Centers.
A noted authority on customer care and operations, including first contact resolution multi-channel service, service level management, performance management, sales, coaching, employee selection and retention, Murcott has designed a series of management webinars and in-person customer care seminars, which are presented in the United States and in 26 countries.
Her customized Healthchecks are instrumental in leading and sustaining performance turnarounds in many multi-center companies.
Murcott recently authored an ICMI published book titled Driving Peak Sales Performance in Call Centers and many articles on customer service strategy.