August 2008
Best's Review;Aug2008, Vol. 109 Issue 4, p11
Trade Publication
A table is presented that depicts the evaluation made by clients on the services accorded by customer service representatives of insurers in the U.S.


Related Articles

  • SCOREBOARD.  // Finweek;7/23/2009, p12 

    The article presents the satisfaction rate and quality of customer service of a South African Airways (SAA) call center agent who took the call of a family who wanted to shift to the next available flight because they were late.

  • An Elephant Never Forgets. Stepanek, Laura // SDM: Security Distributing & Marketing;Apr2009, Vol. 39 Issue 4, p13 

    The author reflects on the services provided by call centers in India. The author believes that regardless of distance of these call centers what matters most is the quality of service given to customers. She mentions that buyers patronize companies that provide better quality and better...

  • Centre of attention. Lean, Christopher // Money Marketing;2/23/2012, p75 

    The article discusses the work of Independent Financial Advisers (IFAs) who deal with the concerns of clients about what is happening to their money and the equal concern of IFAs about poor services of call centre operators that should be dealt with in a professional manner.

  • How to Put the Quality Back in Call Center Customer Service: Potentials and Pitfalls DeNucci, Tony // Benefits Quarterly;2011 Second Quarter, Vol. 27 Issue 2, p7 

    The quality of call center customer service has been falling over the last decade, and many benefits practitioners, along with their plan participants, have become resigned to the resultant frustration of repeated, fruitless calls for help and information. Receiving poor service can cause...

  • The Top 20 Contact Center Metrics for 2012. Reynolds, Penny // Multichannel Merchant Exclusive Insight;1/4/2012, p3 

    The article explores measures of service and quality related to customers, efficiency and profitability for senior management, and workplace and satisfaction concerns for the frontline staff at contact centers. It explains the metrics associated with service to the caller, including blockage,...

  • Somebody Has To Die: Leadership Guide to Enduring Customer Service. Pivetta, Sue // Wavelength;2010, Vol. 23 Issue 4, p15 

    The article discusses several characteristics that an emergency communications professional should possess to provide better customer service. It says that call takers should ignore the inconsequential attitude or language of their callers and calmly respond to their needs. It adds that call...

  • Empower Your Agents to Deliver Exceptional Omnichannel Customer Experience.  // CRM Magazine;Aug2014, Vol. 18 Issue 8, pWP38 

    The article focuses on the struggle of some companies to improve customer experience and connect the improvement of agent and customer experience. Topics include the inability of some contact centers to manage types of interaction despite the growth in customer engagement, a study by doctor...

  • Managing Knowledge About Customers in Inbound Contact Centres. Hart, Mike; Mwendia, Karimi; Singh, Indresh // Proceedings of the European Conference on Knowledge Management;2009, p364 

    Contact centres have become a major industry growth sector in many countries. They often aspire to be "customer care centres", but bad experiences have led many to disagree with that phrasing. South Africa possesses many favourable attributes for offshoring of contact centres from elsewhere, and...

  • Speech Analytics Is Important to Your Future. FLUSS, DONNA // CRM Magazine;Nov2015, Vol. 19 Issue 11, p36 

    The article discusses the increase adoption of speech analytics in contact centers in the U.S. It examines the efficacy of the power of speech analytics on the conversion of phone conversations into data that can be used for the benefit of the organization and the customer. It also cites the...


Read the Article


Sorry, but this item is not currently available from your library.

Try another library?
Sign out of this library

Other Topics