Customer Service Excellence Within the Call Center Environment: A Discussion with Derek Bishop
Add bookmark
In the current economic crisis, ensuring that your company is operating its call center effectively is critical. Derek Bishop, the former Head of Customer Service for the global financial security firm AXA speaks with Customer Management IQ’s Blake Landau about the challenge facing call centers today. With extensive experience in the financial services industry, Bishop explains why now more than ever it’s crucial to listen to the voice of the customer. He also provides some lesser known tools to leverage within the call center including social networking. In this podcast you’ll hear practical advice on how to thrive in the current environment and how to create strategic alignment across an organization.
Tags:
Derek Bishop
customer service
VOC
voice of the customer
marketing
change program
change journey
alignment
customer experience
organizational structure
marketing operations
back to basics marketing
direct marketing
business growth
performance management
planning
contact center
leadership
call center
stakeholder management
AXA
people management
operations
strategy
