June 16, 2014


  • This article is right on time for the transistion we are experiencing in our center. We are re-introducing customer satisfaction surveys and implementing a skills-based routing IVR. Our main objective on the IVR routing is to ensure newer reps only get certain call types. This will aid in ensuring they get the opportunity to develop their basic/fundamental skills prior to taking more dificault call types. This will also ensure our customers get the best person for their issue and maintain their confidence in our abilities
    Lynn R
  • Great article! In this day of technology, Numerica has demonstrated the importance of providing a great, personalized customer experience through not only technology but also people - the key to a company.
    Jill Garance