Because of the current economic climate our publication has started a series of discussions with professional individuals meant to engage our readers with relevant companies and their representatives in order to discuss about their involvement, what challenges they have had in the past and what they are looking forward to in the future. This sequence aims to present a series of experiences, recent developments, changes and downsides in terms of their business areas, as well as their goals, values, career history, the high-impact success outcomes and achievements.
In January 2013, Greg was appointed CEO of Contact Center Performance Management (CCPM) vendor, TouchPoint One, LLC. Since 1999, Greg has served as CEO and Board Chairman of software services firm, PWI, Inc., overseeing large-scale development operations for an extensive portfolio of start-up, mid-size and global clients. Greg also serves as Chairman and CEO of Privacyware, an innovative provider of award-winning web application firewall, pc security and security data analytics software and business unit of PWI, Inc.
What’s the story behind TouchPoint One?
The narrative and inspiration behind TouchPoint One is about our mission to empower people, specifically, the lower-wage agents and frontline managers that are the linchpins to ensuring positive consumer experiences and business outcomes for customers contact (care, sales, support) organizations. By continuing to rely on a status quo strategy comprised of outdated and ineffective concepts, processes, and systems, most contact centers still do not provide contact center employees with what they need to succeed. TouchPoint One is dedicated to helping large customer contact organizations fix this issue so that they can maximize the potential of their people, systems, data, and overall business outcomes.
TouchPoint One’s mission is encapsulated in the phrase “Equip, Align, Engage, Win!” To “Win”, the entire customer contact workforce must be equipped with modern tools, information, and support; aligned to a common core purpose that allows for individual and autonomous assimilation to it; and engaged in a continuous, collaborative practice of support, encouragement, development and cooperative pursuit of a shared mission. The collective “win” is most effectively achieved where personal needs and fulfillment rule.
The TouchPoint One story is also about a very dedicated team of very qualified, hard-working professionals aligned to the mission described above and leading the advancement of the customer contact industry.
What was the most difficult part of your experience in the early beginnings?
The experience of creating a company from scratch is a joy. You could say it is difficult on some levels primarily in that you must do a lot with very limited resources, typically for longer than you initially expected. Minimal sleep and performing certain duties for which others may be better qualified is also a challenge but is a reality for any entrepreneur.
What are you most proud of regarding your business?
The most fulfilling aspect of our work is being able to validate the effectiveness of our efforts with customers, preferably via financially quantifiable measures, buy anecdotally is great too. It represents that ultimate indicator that what you are doing is delivering the intended impact and is worthwhile. In addition, it makes the team happy!
What is your vision for the future of TouchPoint One?
The vision is to continue growing TouchPoint One while staying true to the core mission.
What’s your advice for the businesses that are trying to adapt to this economic climate?
Never give up. Never let failure, negative circumstances, disappointment, or pessimistic people get you down. Always seek input from your customers and prospects – they will share with you their needs if you listen, and then you can adapt your strategy to effectively serve.
What books do you have on your nightstand?
It seems I have “nightstands” of books all over the house. A few of my most recent and/or current reads include Ben Shapiro’s “How to Destroy America in Three Easy Steps”, revisiting F.A Hayek’s “The Road to Serfdom”, and two Day Taylor/Sharon Salvato Civil War and Reconstruction era best sellers, “The Black Swan” and “Moss Rose” (Sharon Salvato is my mother who passed away last year). I could list many others – 2020 has been an exceptionally productive year of reading (as likely for many)!
