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Improving Customer Care & Employee Satisfaction at APS

The process Arizona Public Service is using to improve customer and employee satisfaction through -

* Employee Incentive Program (Points of Excellence)
* Balanced Scorecard
* Reduction of call escalations
* Website

This presentation was made by Denise Hutchinson at CCNG's recent Call Center Optimization Forum event hosted by APS in April 2010.
Recorded May 10 2010 11 mins
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Presented by
Denise Hutchinson, Customer Care Center Manager, APS
Presentation preview: Improving Customer Care & Employee Satisfaction at APS

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Managing your contact center operations to achieve exceptional customer care in your organization requires access to information about the technology, processes, human capital management, and peer knowledge & experiences. CCNG members share their experience and best practices in how they manage customer care in their enterprise contact center operations to improve the overall customer experience.

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  • Live at: May 10 2010 9:15 pm
  • Presented by: Denise Hutchinson, Customer Care Center Manager, APS
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