INSIDE
THIS EDITION..
COUGAR AUTOMATION - Enlightened management gets results
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PLUS..
Co-creation
Employee motivation
Conferences
Latest Thinking
Book review
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Prudential Case Study - Building a call centre around customers
Jackie Lindsay Head of Voice at Prudential, explains how Prudential re-built their call centre around the customer.
Moving away from a typical call centre set up, based on products and processes, Prudential set about designing an environment where customers could contact them easily and staff felt empowered to go the extra mile for its customers.
Click here to download the whole article (pdf format)
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