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Old Ma Bell refrain: Reach out and touch someone

Wed, 01/31/2001 - 7:00pm
Karen Kessler-Tanaka

AT&T is paying more attention to its customers with the launch of its new program, Customer Contact Experience Initiative (CCEI).

According to the company, CCEI was created based on research that shows telephone communication is a critical element in customer sales, customer satisfaction and customer retention. (So why is it everyone hates to be called during dinner?)

The program pilot was launched last week at the company's Call Center in Hollywood which services various Southern and Central California communities.

The CCEI pilot gives a major overhaul to certain facets of customer care centers, paying special attention to the people and situations in which subscribers interact when they call. Some of the areas identified for revamping were finding the most qualified customer care representatives (CCRs) customers interact with, the technology those people use to deliver information to the customer, and a rewarding culture for the CCRs to work within.

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