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The Service1st Programme at Bank of Ireland
Although improving the customer experience is a never-ending task, Bank of Ireland's Brian Lande finds that this journey is best broken into manageable proportions -- with key milestones along the way.
Canada's Purolator Courier Delivers Exceptional Quality
Canada-based Purolator Courier's quality program has lead to an exceptionally high first-call resolution rate, writes Greg Levin -- and has customer satisfaction soaring.
Call Center Spotlight: MASCO Services Customer Care
MASCO gains agent buy-in to the center's ambitious quality monitoring efforts by presenting monitoring as part of the job during orientation.
Call Center Spotlight: Virgin Mobile Canada
This center's "people-first" philosophy has led to consistently high performance and customer satisfaction.
How Monster.com Scares Up a Sales Boost
Monster.com, the career search engine, used MVT to improve the telephone-acquisition sales force. They identified changes that will boost sales performance 25% in the next year.
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