The following experiences were shared by Geri Lopker, a California-based human performance improvement (HPI) consultant.
Client: Large public utility company call center.
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Problem: Increase in call volume, resulting in long call wait time and call abandonment.
Cause: Because of the struggling economy, inquiries regarding outstanding bills caused a significant increase in customer calls.
Method/tools: Lopker looked beyond the "basic barriers," such as recruitment, training, and retentio
