Customer Experience Summit, Toronto 2011
Back to EventsCase Study: LoyaltyOne Enabling the Optimal Customer Experience at Your Contact Center
Where:
- Toronto, ON
When:
- Nov 8, 2011
Speaking:
- Sharon Stines
- Associate Director Contact Quality Assurance
- AIR MILES Reward Program
See Bio
-
With more than 20 years of experience in contact center operation, Sharon specializes in process enhancement, quality assurance, and training and development. Her work at AIR MILES has included a successful restructuring of customer care procedures, improving performance of new hires, and an overhaul of the quality monitoring process—all with the goal of improving the Collector experience.
Prior to joining AIR MILES, she worked as a regional operations manager for Ford Motor Company.
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Description:
LoyaltyOne has been a pioneer in their “Customer Experience Blueprint” for their contact centre. One of its foundational concepts is to transform the call from a transaction to an emotional connection. With the plethora of available contact center technologies, are YOU fully utilizing the correct tools and measuring the correct value? Emulate on LoyaltyOne’s outstanding success and take your contact center to the next level.
• How to make the best use of the enabling technologies to support your contact center
• Derive insight out of the contact center and understand what customers actually value
• How to leverage on analytics and empower your staff with the gathered customer data
Solidify your contact center vision with the right technology and customer insights.
