How ComEd Exceeded My Expectations

How ComEd Exceeded My Expectations

Earlier this week I received a phone call from my utility company, ComEd. The call was automated and could have gotten to the point a little bit quicker, but I held on and listened. It was a proactive communication to let me know that my power was going to be turned off at 2pm that day for 240 minutes due to an emergency situation.…

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Performance Services: A combined distributed and centralized service desk can lead to better customer service

Businesses choose to outsource IT services for many reasons that range from quality to cost to focus.   The Performance Services (“managed services”) team at West Monroe Partners helps clients by outsourcing applications and infrastructure management.   A key component of our offering is our Service Desk which is our face to our client’s employees and in some cases, our client’s...

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Why Technology Will Not Yet Replace the Workforce Manager in the Contact Center

  Workforce Management (WFM) systems used to be out of reach for small or budget-constrained contact centers.  With advances in technology, they are now more affordable.  The latest WFM systems are comprehensive and sophisticated, including features like optimized call routing, improved intra-day forecasting and voice analytics. With the availability of more comprehensive WFM tools, some...

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How to Make the Most of a Bad Customer Experience

Here at West Monroe, we talk a lot about the “customer experience” – how businesses attract and retain their most valuable customers.  The way in which a company handles a negative customer experience is equally, if not more, powerful than a positive customer experience. Does your company have the processes and supporting technology in place to lead a customer through an...

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The Agent Experience

In the past decade, the Internet has forced organizations to reinvent the way they think about customer experience.  Vehicles like Twitter and Yelp have increased transparency into how well (or not so well) organizations serve their customers.  The customer experience is so publicized and has become a focus for organizations in all industries. …

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Phone: 312-602-4000
Email: marketing@westmonroepartners.com
222 W. Adams
Chicago, IL 60606
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