Improving Customer Care & Employee Satisfaction at APS

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Presented by

Denise Hutchinson, Customer Care Center Manager, APS

About this talk

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 * SITRA * Website This presentation was made by Denise Hutchinson at CCNG's recent Call Center Optimization Forum event hosted by APS in April 2010.

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