Best Practices from Certified Top Performers
In this series Mark Miller, Customer Service Solutions Practice Leader at J.D. Power, sits down with representatives from organizations that have achieved Customer Service Certification to discuss what these top performers are doing to achieve high performance and distinction.
In Episode 1, Mark sits down with Cora Danielson, Senior Director of the National Servicenter at Global Experience Specialists, Inc. to talk about how they’re taking their QA calibration process to the next level.
In Episode 2, Kim Delaney, Vice President of Individual Markets Client Experience, PMO, Business Analysis at Guardian Life Insurance Company, joins Mark to discuss how their personalized approach to journey mapping helped evolve their customer service.
In Episode 3, Kathy Miklos, VP of Customer Support at Freeman, speaks with Mark about "The Drop" - Freeman's process for gathering, sharing, and acting on representative feedback.
In Episode 4, Mark sits down with Brandon Lee Smith from UnitedHealth Group to talk about the importance their organization places on leadership involvement in the member experience.
In Episode 5, Pat Wessel, VP of Global Customer Solutions at MetLife, joins Mark to discuss The MetLife Way - their organization's continuous improvement program.
In Episode 6, Rebecca Dillavou, VP - GWIM Group Operations Manager at Bank of America Merrill Lynch, speaks with Mark about their employee ambassador program.
In Episode 7, Cora Danielson from Global Experience Specialists, Inc. returns to talk about GES' VoC through VoE board.
In Episode 8, Mark welcomes back Brandon Lee Smith of UnitedHealth Group to discuss the importance of transparency across the organization and how it can help build employee trust.
In Episode 9, Pat Wessel from MetLife joins Mark once again to speak about best practices around employee engagement.
In Episode 10, Rebecca Dillavou from Bank of America Merrill Lynch returns to talk about their employee retention best practices.