Customer Service Excellence Within the Call Center Environment: A Discussion with Derek Bishop

In the current economic crisis, ensuring that your company is operating its call center effectively is critical. Derek Bishop, the former Head of Customer Service for the global financial security firm AXA speaks with Customer Management IQ’s Blake Landau about the challenge facing call centers today. With extensive experience in the financial services industry, Bishop explains why now more than ever it’s crucial to listen to the voice of the customer. He also provides some lesser known tools to leverage within the call center including social networking. In this podcast you’ll hear practical advice on how to thrive in the current environment and how to create strategic alignment across an organization.