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Integrated Talent Management Scorecards
book

Integrated Talent Management Scorecards

by Toni Hodges DeTuncq, Lynn Schmidt
September 2013
Intermediate to advanced content levelIntermediate to advanced
364 pages
10h 23m
English
Association for Talent Development
Content preview from Integrated Talent Management Scorecards

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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Publisher Resources

ISBN: 9781607287421Purchase book