Case Study: This Call May be Recorded
by Toni Portman, President and CEO -- ECE

As an outsourced technical support company that fields one million calls per month across five contact centers globally, ECE must deliver exceptional customer service levels for its corporate clients. In this case-study presentation, Toni Portmann, President, ECE – Exceptional Customer Experience describes how they implemented call recording and quality management techniques in its contact centers to improve business performance. The session shows how ECE call centers glean direct insights about a customer’s attitude toward products and services, and provides executive decision makers with actionable strategies to improve sales, marketing, operations, and overall corporate performance.