Mary Murcott is a customer service expert, business transformation consultant and industry analyst who is often described as a Call Center Futurist. In partnership with senior leadership teams, Ms. Murcott designs strategies and develops the technical and leadership competencies within companies to deliver world-class service and sales experience at best in class economics. Ms. Murcott is founder and president of Performance Transformations, Inc. Her clients include high profile Fortune 100 companies, as well as medium size companies in financial, healthcare, travel and other service industries. As a senior executive, Ms. Murcott was instrumental in driving performance turnarounds, startups and consolidations at many companies including American Express, DHL, Ryder, and Cox Communications. A frequent speaker at industry conferences, Ms. Murcott recently delivered keynotes at the International Productivity and Quality Council's European Consortiumin Monte Carlo, the Telecommunications Users Conference in New Zealand,
ICMI Sales Seminar in Shanghai, Time Warner Customer Service Conference and the IMI 2008 Call Center Conference in Istanbul. A noted authority on both First Call Resolution and Sales, Ms. Murcott has designed a series of webinars and in person seminars, which are held both in the US and in 26 countries. Ms. Murcott recently authored an ICMI published book entitled Driving Peak Sales Performance in Call Centers.
