O'Reilly logo

The Enemy of Engagement by Tom AGNEW, Mark ROYAL

Stay ahead with the world's most comprehensive technology and business learning platform.

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, tutorials, and more.

Start Free Trial

No credit card required

CHAPTER 2Frustration: The Silent Killer

 

image

THE BERNETTE FINANCIAL call center culture is the envy of the industry. Turnover is low. Nearly every employee believes in the mission: They’re helping people buy homes, helping businesses serve their communities, and helping families achieve their dreams. Customer surveys invariably show that Bernette customers are overall “very satisfied” with the help they get when they call or e-mail. Questions get answered. Problems get resolved. Customer service representatives are viewed as helpful, knowledgeable, and friendly.

By and large, Bernette call center employees are engaged and committed to the success ...

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, interactive tutorials, and more.

Start Free Trial

No credit card required