Many call centers have historically operated as stand-alone silos within the enterprise. It is important to understand that evolving into a full-fledged customer contact center can be a huge culture shift for an organization and can and should involve the entire company infrastructure and supply chain.
As contact centers continue to evolve, they are transforming into the intelligence operations in most company because of the valuable data obtained from each customer contact. As companies undertake changing their mindset and implementing improvements, customer satisfaction is increasing. Through this evolution, customer contact centers need the right tools and resources available to quickly react to the changing customer landscape.
Eventus brought their extensive customer service expertise to AARP and have uncovered several new improvement and savings opportunities. Functioning as a true partner they are enabling AARP achieve its financial goals while achieving a positive change in the AARP member experience.
Rob Hagans, Chief Financial Officer
AARP Customer Testimonial
