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The Enemy of Engagement by Tom AGNEW, Mark ROYAL

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CHAPTER 11Starting to Get Results

 

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BERNETTE’S ENABLEMENT WORK was off to a good start. Now that Beth was attending the monthly marketing meetings, the call center had greater access to information about new products in development and their anticipated launch dates. Call center AHT dropped and—according to the latest surveys—customer satisfaction was up as well.

With the new emphasis on clear communications with marketing about new products, not only did the call center’s service levels begin to improve, but the reps also began to up-sell bank products to callers. Howard noticed an immediate uptick in sales, the first measurable indication that ...

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