A day in the life of a Customer Engagement Manager

As a Customer Engagement (CE) Manager, “We want to help our customers ensure that their own customers have a positive experience when they interact with their support/sales teams via their voice channels.” However, things don’t always go smoothly in today’s complex networks, and problems often occur.

A Customer Engagement Manager’s daily routine is never a quiet one. CE Manager JJ Barry shed some light about his daily activities at Spearline. “We always want to ensure that our customers are proactive and vigilant in managing their voice services”. Regular status meetings and planning sessions fill up much of JJ’s mornings. Fueled by a cup or two of coffee, JJ works in partnership with his customers, always planning to achieve key network performance goals, and helping to build a stronger network. 

When talking about his typical day, JJ described the role of a CE Manager as “multifaceted” and “dynamic”.  JJ and his teammates are industry experts, with knowledge and insights that are crucial to ensuring your communications infrastructure performs at the highest levels.  As a primary contact, the CE Manager provides guidance on best practices, assists you with the reporting and analytics that identify issues and trends, and help you address key pain points

Our goal, when it comes to telecoms, is to enable our customers to get ahead of events that would impact on their own customer experiences.

Customers never have to fear about lengthy troubleshooting times or unresolved issues spreading like wildfire. CE Managers are at your service for any queries. Detailed analytics, call-detail-records (CDR’s), and event recordings provide forensic detail to support incident management and corrective action. JJ notes that “we’re a customer-centric company who really values our customers and strives to provide a level of support that meets their individual needs.”

Like a megaphone dialled up to 11, CE Managers also act as “the voice of the customer”, understanding unique challenges and use-cases, and working with Spearline’s support and development talents to provide solutions. Communications processes have unique needs with dependencies not only on connectivity and voice quality, but also on other characteristics such as CLI presentation and DTMF transmission.  

“We are totally focused on helping our customers provide exceptional service and support in the markets they serve by driving continuous improvement in their key communications channels.” Customer satisfaction is always the number one priority of a CE Manager, and it’s something JJ excels at.

For more, connect with John Joe on LinkedIn here.  

New call-to-action

About us

Spearline is the telecommunication industry’s leading network intelligence company. We proactively test toll and toll-free numbers for connectivity, audio quality, and more, globally. For further information, or if you have any questions, please get in touch with us.

Customer Contact Central

We think you’ll like these too...


VoIP Quality of Service: The Key to Clear, Reliable Calls

Monitoring VoIP QoS leads to better productivity, improved call quality and enhanced customer experience. Without one, your voice quality is likely to suffer and be less reliable, negatively impacting your customers and employees.

Read More

Intelligent Use of Alerts in Proactive Number Testing

Alerts allow you to take immediate action to resolve problems, ensure compliance, and maintain good customer service. They save you time and energy by automatically delivering notifications to you.

Read More

The Critical Role of Outbound Testing in Call Centre Solutions

If you are providing Contact Centre Solutions you need to have a way of monitoring your network and your partners’ performance to ensure the operability …

Read More

Why Call Quality Matters: Ensuring Clear Communication

Do you ever find yourself struggling to hear clearly during important business calls? If so, you’re not alone! Let me share the most common reasons …

Read More

Not Ready Yet?

Subscribe for updates