ProximoCX is a customer experience support firm that harnesses call centre data to provide clients with superior data and insights while making a sustainable impact on employees and their families.
Company founder and CEO, Michael McMillan is a customer service veteran with over 25 years’ experience within the industry. In light of his recognition as Most Influential CEO 2022 – the USA in this issue of CEO Monthly, we take a closer look at his career and company.
ProximoCX is a CX outsourced partner which provides outstanding customer experiences on behalf of its clients, with the aim of increasing their customer satisfaction levels. It is a company shifting the way outsourcers do business with its people-first, innovation-driven business model.
With its multi-lingual (English, Spanish, and Portuguese) services available 24 hours a day, seven days a week, 365 days a year, ProximoCX provides an outsourcing solution for phone, email, SMS, webchat, and social media, ensuring best-in-class customer engagement experiences which result in great savings and efficiencies. It also offers data entry, transcription, and translation services.
To support it in providing such outstanding services, the company utilises the latest technologies to push clients’ customer experiences forward. With AI and machine learning, ProximoCX translates company data into actionable insights they can use to make strategic business decisions.
By putting its clients first, ProximoCX is able to instil a strong sense of brand loyalty in them and facilitate long-term relationships between them and their customers. Michael tells us more about ProximoCX’s mission for its clients: “We aim to create value for you, your customers, and our team members. We do this by equipping our teams with the tools necessary to provide the best possible customer experiences for your customers. In turn, your customers will stay loyal to your brand.”
Indeed, ProximoCX’s team of professionals is equipped to handle high call volumes without sacrificing the quality and service that its clients and their customers expect – taking the pressure off businesses that are strapped in the customer service department.
With over two decades’ experience in the customer service industry, ProximoCX’s CEO, Michael McMillan is known for his expertise in defining customer journey strategies and business development initiatives to optimise sales and create new opportunities. He is highly skilled in building, leading, and mobilising teams of professionals on a global scale.
As an experienced and goal-oriented professional, business owners know they can rely on Michael’s ability to provide exceptional service, resources, and methods to meet ever-changing objectives and ensure compliance with all regulatory requirements. This is all based on his expertise in the areas of strategic planning, customer retention, outsourcing, call centre (inside sales and customer support), CCaaS and UCaaS platforms, and programme management.
Michael provides profound insights into the latest customer service trends based on his extensive experience to help his clients take their business to the next level. He is a certified speaker and coach with the John Maxwell Team and is passionate about sharing his knowledge of customer experience, sales, AI, brand cultivation, leadership strategies, and more to audiences around the world.
He began his career on the front lines as a call centre agent, worked his way to several C-suite positions, and discovered opportunities to expand the service areas and revenue pools of several different companies including BizSprints, United Bridge Insurance Services, ArenaCX, The Connection Contact Center, Answer Center America, Inc., and Total Quality Communications.
Indeed, it’s easy to see how Michael McMillan has achieved such success within the Most Influential CEO 2022 awards, with such a high level of expertise and experience within his industry. Clients who have worked with Michael and ProximoCX only have positive things to say about their experience, with Parvez Dhillon, COO from Fastlending.com saying, “We’ve had the pleasure of working with Michael for the last few months. We were able to optimise daily operations to a much higher degree with three easy changes which has a meaningful impact on portfolio performance, both on originations and on servicing. With Michael’s help, the company is on track for revenue generation within the contact centre environment. Thanks for the help!”
Caddius Corder, Director at Verizon Business Group comments, “I’ve worked with Michael for a couple of months now and his guidance and mentorship has really elevated my call centre/telesales senior leadership experience. His view on call centre sales and operations is priceless. Michael is blessed with a particular skillset that allows him to coach, train, and mentor across all levels of any organisation. Truly amazing.”