Over the past decade, we've seen unprecedented advancements in contact centre technology --CRM, skills based routing, IVR, speech recognition, VOIP, Hosted ACD and internet chat. Yet, with all the advances in technology and process improvement, we continue to see customer loyalty and employee satisfaction levels drop.
The problem isn't our ability to manage the flow of customer inquiries. Our challenge is to show the customer we care about them each and every time they contact us and that we are dedicated to resolving their problem - regardless of the obstacles.
At FedEx, management recognizes that their impact is greater than the services they provide. They have created a caring and compassionate work environment where everyone trusts and respects each other.
Patsy Bertoia, Managing Director Customer Service FedEx has been instrumental in implementing best practices that have led FedEx to be recognized as a "Contact Centre Employer of Choice" across their three centres. Her philosophy... if employees feel they are being treated in a caring, compassionate and respectful manner, these values will be reflected in the way they treat the customer!
Join us for our first session of the 2009 Fall Season and learn what tactics Patsy used to have FedEx become an Employer of Choice!
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