Harvard Business Review Case Study of Call Center 2.0

January 30, 2018 / GuidesFor Team

The market has been clamoring for a positive change in customer support services for the past decade. Statistics compiled by HelpScout show how important customer service is to any business operation. It includes a figure where 70% of Americans will pay more for a brand they perceive to provide excellent customer service.

This article is an actual case performed by American Express (AMEX) in evolving their customer service experience to their customers.

It talks about their management strategy and an overview of their methodology. They claim that their “reinvention” of customer service has improved their key metric by at least 10%.

-Miyagi Kazuki

Read the source article at Harvard Business Review

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