TravCorp USA

Tour operator TravCorp USA prides itself on the quality of its contact center staff. The management team has developed a rigorous system for hiring the best. A look at the center’s seven-stage hiring process.

SciQuest

At a time when most companies were slashing budgets, cutting resources and trimming staff, SciQuest was busy fine-tuning its customer communications and service delivery. Find out how this award-winning support provider puts the customer at the center of continuous improvement.

Legal Intake Professionals

Consistency in leadership, rewards, discipline and call quality is the key to employee engagement and high morale at this 24-hour legal intake and attorney answering service center.

Ally Bank

In industries where fierce competition has largely commoditized products and services, consumers look to the service experience as the key differentiator when deciding with whom they want to do business. Meet an online bank whose service strategy is to drive a better customer experience through honesty, openness and accessibility.

Wisconsin Physicians Service

A look inside WPS’s voice of the customer initiative, and how this health insurance provider uses emotion detection, word spotting and analytics to identify customer needs, improve services and break down interdepartmental barriers.

MetLife

How does MetLife consistently maintain a high-performing contact center year after year? By creating a team of confident, satisfied and experienced agents.

Access Development

How can you handle rapid growth while maintaining a culture that emphasizes work/life balance for your staff? This affinity marketing firm developed a home-based contact center program that offers a cost-effective solution.

Whirlpool Corporation

This award-winning contact center supports a strong commitment to customer service excellence that stretches back to the company’s first order placed in 1911. At Whirlpool Corporation, effective leadership and employee engagement form the foundation of a world-class operation. Read about their people-focused culture.

Jitterbug

In a time of complicated, multifunction communication gadgets, Jitterbug offers its customers simplicity. Read about this cellular provider’s focus on personal service over phone features.

Comcast Digital Care

Are call centers ready for social media? Comcast thinks so. Its Digital Care team listens to customers through blogs, forums and Twitter, and proactively reaches out to offer assistance. Find out how the cable TV provider is striving to improve its service image one customer at a time.

CDC-INFO

The Centers for Disease Control’s contact center was formed to give the public a one-stop shop for information on disease prevention and health promotion topics. A look at this team’s coordinated response to keeping the public informed during sudden events, such as a salmonella outbreak or the recent H1N1 pandemic.

VSP Vision Care

Frontline staff hold the key to call center service performance and customer satisfaction levels. A look at a world class center whose leadership lives the company’s values every day — a relentless focus on satisfying internal and external customers.

Extra Space Storage

Like other organizations that have taken back control of their customer care, management at Extra Space Storage found that running its own contact center allowed the company to deliver more consistent call quality. Learn how the company’s decision to bring its outsourced service in-house resulted in remarkable sales and performance improvements.

Language Services Associates (LSA)

Preparing for an H1N1 pandemic: LSA rolls out a comprehensive plan to protect its staff and ensure continuous service for their clients which include health care institutions, 911 services, and federal and state agencies.

Deloitte Services

One year ago, Deloitte Services’ support center operation adopted a continuous improvement initiative focused on delivering a distinctive customer experience. Read about the strategy steps that have guided their development, and lessons learned along the way.

Sundance Vacations

A family oriented culture and supportive leadership translate into high employee engagement and longevity. Sundance Vacations has been named one of the Best Places to Work in Illinois three years in a row. Find out why.

Zappos

Zappos considers itself to be a service company that happens to sell shoes and apparel — a philosophy that is quickly turning the online retailer into a service icon.

McAfee

McAfee has experienced explosive growth in its corporate and consumer businesses — the type of growth that breeds unique challenges for maintaining efficient, quality-focused support. Learn how the Internet security firm lives up to its customer promise through a value-based support culture and a voice of the customer process that provides insights to make real-time adjustments to its customer experience strategy.

HyperTherm

A strong commitment to staff development pays off in high productivity and employee loyalty for this Hanover, N.H.-based manufacturer of plasma and metal-cutting systems. Read about their collaborative, team-based environment.