Sign up to get full access to all our latest content, research, and network for everything customer contact.

How American Airlines Measures Call Center Performance, Prepares for the Future

Shawn Siegel

Call Center IQ Leadership Q&A: Judy Brown, American Airlines In this exclusive interview with CCIQ's Shawn Siegel, Judy Brown, Manager, Customer Experience with American Airline’s AAdvantage shares her insight on improving workforce performance. Judy, who manages a 200-person call center for the airline’s massive customer loyalty program, will present at the upcoming Call Center Performance, Productivity & Metrics conference. [eventPDF] Which metric do you think has the big...
To continue reading this story get free access