Listening While They Work

Schley, Stewart
January 2005
Multichannel News;1/10/2005, Vol. 26 Issue 2, p19
Focuses on the use of digital recording equipment by cable multisystem operators to monitor customer phone calls to measure and improve customer loyalty. Use of customer interaction recording systems by the companies' customer relations representatives; Importance of customer service for cable company executives; Sensible management approach for reviewing calls and coaching agents; Other methods that operators use to assure quality experiences.


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