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Sunday, March 21, 2010

5:00 PM - 5:45 PM

KEYNOTE ADDRESS: GROWING REVENUE THROUGH OUTSTANDING SERVICE

Diana Starcher, Group Executive Vice President, Wells Fargo Customer Connection, WELLS FARGO BANK

Creating exceptional customer experiences will grow revenue—that is clear. What isn’t always clear is how to strategically manage businesses to effectively maximize service delivery for profitability in a way that is sustainable regardless of the financial climate.

With its customer-centric approach, Wells Fargo’s contact center organization leverages key initiatives to ensure that outstanding service delivery leads to profitability. In this session, Diana Starcher will discuss how focuses on first contact resolution, customer satisfaction surveys, quality assurance, smart workforce management, and strategic investments in technology are all key contributors to revenue growth.

 

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