VSP Vision Care: 2017 Contact Center of the Year

Presented by

Kathy Rodine, Vice President Customer Care, VSP Vision Care. Host: Lon Hendrickson Executive Director, CCNG Magnet Program

About this talk

Kathy Rodine, Vice President Customer Care, VSP shares the philosophy and internal programs that enabled VSP Vision Care to be named 2017 Contact Center of the Year by SQM Group. Highlights: Service Philosophy, FCR, Employee Engagement, and Culture.

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CCNG receives ongoing feedback from our management members in contact center and customer care about the relative hot issues they are most interested in discussing with peers. We bring these Hot Topics to you with regular webcast content provided by our members and partners. 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. This channel features webcast presentations by thought leaders and award-winning operations who cover the key topic areas in this increasingly changing and dynamic field.