American Express experienced a 10% increase to service margins in their global customer service division's call center by revamping the division with the theory: __________.
A) shorter customer calls leads to greater productivity
B) happier employees mean happier customers
C) standardized schedules will create greater consistency
D) focus more on outcomes and less on attitude
E) shift from employee centered to technology centered for customer satisfaction

Question

Quizplus · Accepted Answer

By focusing on employee satisfaction, American Express was able to create a more positive and productive work environment in their global customer service division's call center, leading to better service margins.

American Express Experienced a 10% Increase to Service Margins in Their