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
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rely on a status quo strategy comprised of outdated and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, but 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)!
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