Trends Report

How American Express Empowers Call Center Employees To Deliver Great Customer Experience

A Report From Forrester's Customer Experience Forum 2010

September 3rd, 2010
With contributors:
Harley Manning , Shelby Catino

Summary

American Express listens to its employees. At Forrester's Customer Experience Forum 2010, Reena Panikar, vice president and business leader of American Express' Customer Service Center in Fort Lauderdale, Fla., told attendees how AmEx has leveraged feedback about the employee experience to create a happier, more engaged workforce. She described changes the company made in six areas based on input from key call center personnel: professional recognition, workplace convenience, flexibility, compensation, career development, and policies and procedures. Other companies can learn from American Express' experience by adding a closed-loop voice of the employee (VoE) program to existing voice of the customer (VoC) efforts.

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With
Harley Manning
and Shelby Catino