Skip to main content
Jeannie Walters on Muck Rack

Jeannie Walters

Chicago
As seen in: LinkedIn, Forbes, Business 2 Community, CMSWire, SmartBrief, MyCustomer.com, AviationPros, CustomerThink, Retail Customer Experience, Spin Sucks and
#CX CEO @ExpInv | TEDx speaker | CCXP: Certified Customer Experience Professional | Trainer, consultant, podcaster. 20+ yrs in customer experience strategy.
Is this you? As a journalist, you can create a free Muck Rack account to customize your profile, list your contact preferences, and upload a portfolio of your best work. Claim your profile

Get in touch with Jeannie

Contact Jeannie, search articles and posts on X, monitor coverage, and track replies from one place.

Learn more about Muck Rack

Actions

Share this page

Is this you?

As a journalist, you can create a free Muck Rack account to customize your profile, list your contact preferences, and upload a portfolio of your best work.
Claim your profile

Articles

The Callback That Never Comes: Why Contractors Lose Customers Between Jobs

|
By Jeannie Walters
| Contractor Verified
The job was great. The technician was professional. The problem got fixed. If all that’s true, then why did the customer call a competitor six months later? Most contractors ask the right questions about the service call: Did we arrive on time? Did the technician explain things clearly? Did we leave the job site clean? Those things matter. But they're only part of the picture. The other part happens in the space between jobs. And most contracting businesses aren't doing anything there at all.
Open in Who Shared Issue with article?

Contact Center Pipeline Magazine: Inside Our July 2026 Issue

|
By Linda Harden, Mark Pereira, Jeannie Walters
| Contact Center Pipeline Verified
Our July issue touches on many contact center topics. We discuss agent burnout, finding the right balance with CX, contact center strategy, AI agents, offshore BPOs, telecom costs, AI and customer service, proactive customer engagement, voice AI adoption, chatbot failure, and more. I hope we have touched on the topics that keep you up at night and shared helpful insights. Have a great month, Linda Table of Contents, July 2026 FEATURE ARTICLE What Can Be Done to Prevent Agent Burnout?
Open in Who Shared Issue with article?

Why Switch to Proactive from Reactive?

|
By Jeannie Walters
| Contact Center Pipeline Magazine Verified
For decades, contact centers have operated primarily in reactive mode. A customer encounters a problem, reaches out for help, and the service team responds. While this model still dominates many operations, it increasingly clashes with modern customer expectations. Today’s customers expect companies to know them, anticipate their needs, and resolve issues before they escalate. That shift—from reactive service to proactive engagement—is redefining the role of the contact center.
Open in Who Shared Issue with article?
See all 551 licensed articles (552 Total)