On May 24th, CLWR transferred another 700 company employees in its customer care center in Las Vegas to a company called Teletech while retaining about 180 on its own staff.

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As I said: Anne is everything a company could want in a call center representative: passionate about customer care, skilled at dealing with snarky callers such as myself, and skilled at seeking solutions.

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Royal Bank of Canada realized an 18% improvement in customer satisfaction from implementing a social customer care system that was integrated with their traditional call center applications.

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Marketing is more concerned with brand sentiment and traditional call center agents not trained in social customer care do not fully appreciate the nuances and etiquette of social care.

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