Creating and Sustaining a Winning Customer Experience in the Call Center: Meeting Proceedings

Study Overview

Call centers are an integral part of almost any large corporation, notably those in the financial services industry. As with any customer-facing business unit, understanding and improving the customer experience is a critical part of the unit's success. Call center executives can use the following information to compare their own practices with the practices of company leaders who shared their case studies.

Presentations

• Merrill Lynch discussed the need for understanding your customer’s personality and shared the importance of managing the human experience at both ends of the call in "Contact Center Revenue Opportunities."
• Fujitsu examined the company’s IT perspective and explained how consolidation of staffing and administrative support allows for economies of scale and better leveraging of resources in "Establishing a Center of Excellence Surrounding Call Center Services."
• The Hartford revealed how the company leverages the knowledge of their “top box” performers to identify best practices that can be shared with lower-level performers in "The Customer Experience is the Strategy."
• Hewlett-Packard shared innovative approaches to reach the client through the creative use of visualization tools in "Driving Exceptional Customer Service in the B:B Environment."
• Sprint led a roundtable discussion on recruiting, training, rewards and management in "Building Soft Skills -- From Techniques to Management and Rewards Recognition."
• etalk reminded us that although you have people, processes and technology, in the end, it’s always about the people. In "Performance Optimization: The Continuing Evolution of Quality,"the speakerstressed that consistency in management breeds consistency in associates.

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