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Executive Interview : Weather and contact centers!
We asked members to share their comments - here is what Dawn Fisher of Mass Mutual shared:
How has the weather affected your center? i.e. hard for staff to get in, increased calls, service requests etc?
It has been difficult to get staff to stay when the weather forecast is dangerous for driving and hard to get them to come in the office.
What plans do you have in place to cope with weather related incidents?
West Coast and East Coast offices to assist each other during weather/disaster events.
What advice would you share with other centers who may face weather related challenges or natural disaters and how to prepare for these?
Share with the staff "The Power of One" and how if they can't make it into the office how that puts more work on those that made it into the office. We do look for ways to promote and reward those that commit to coming in to service our customers with afternoon treats, jeans days, etc.
Today's Tip of the Day - Set Customer Expectations
More Editorial From MassMutual
Founded in 1851, MassMutual is a mutual life insurance company that is run for the benefit of its members and participating policyholders. The company has a long history of financial strength and strong performance, and although dividends are not guaranteed, MassMutual has paid dividends to eligible participating policyholders every year since the 1860s. With whole life insurance as its foundation, MassMutual provides products to help meet the financial needs of clients, such as life insurance, disability income insurance, long term care insurance, retirement/401(k) plan services, and annuities. In addition, the company's strong and growing network of financial professionals helps clients make good financial decisions for the long-term. MassMutual Financial Group is a marketing name for Massachusetts Mutual Life Insurance Company (MassMutual) and its affiliated companies and sales representatives.
Published: Tuesday, January 7, 2014