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Customers R Us
For the rest of the January 2003 issue of CRM magazine please click here
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The secret to turning a call center into a profit center is to first transform it into a loyalty center, says Lior Arussy, vice president and general manager of Nice System's customer experience management division. "Call center agents are companies' primary source of customer loyalty, but are the lowest-paid, least motivated employees, and are given the least ability to make decisions that help customers," Arussy says. His new book, The Experience! How to Wow Your Customers and Create a Passionate Workplace, explains how companies can motivate their employees to deliver the type of customer experience that fosters loyalty.

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