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| 09/01/2007
An inbound call center at a New Zealand Bank has been cited for having the world's best customer service
ABA Bank Marketing featured Bank of New Zealand's remarkable Call Center turnaround in an article by Cohen Brown's Ed Brown and Johanna Lubahn.
| ABA Bank Marketing featured Bank of New Zealand's remarkable contact center turnaround in an article by Cohen Brown's Ed Brown and Johanna Lubahn. To receive a free hardcopy of this article, e-mail Johanna_Lubahn@cbmg.com or call +1-310-966-1001. Learn how this contact center dramatically boosted its performance by turning away from old metrics and focusing instead on having "great conversations" with their customers.
"Every contact center rep, every team leader, every supervisor, and every member of management went through a rich, intensive 'call center lab', facilitated not by consultants or trainers but by members of the bank's contact center leadership team... The contact center managers settled on their mission: Let's do what it takes for our reps to have great conversations." |
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