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Integrated Talent Management Scorecards by Lynn Schmidt, Toni Hodges DeTuncq

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5

TRANSFORMING THE CUSTOMER EXPERIENCE THROUGH A NEW CONVERSATION

INTRODUCTION

This case study shows how customer loyalty can be improved on a sustained basis by transforming the way a company’s call center agents interact with customers. It introduces a new approach to customer service, one that is effective in multilingual, multicultural, and multi-geographical customer populations, and it demonstrates the coaching and other supervisor skills necessary to support and sustain the improved customer interactions. It also discusses the tools used for measuring the success of the new approach.

 

BACKGROUND ...

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