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Article: Rising to the challenge at the Merrill Lynch contact center. (High Priority!).
- Article from:
- Customer Interaction Solutions
- Article date:
- June 1, 2002
- Author:
CopyrightCOPYRIGHT 2002 Technology Marketing Corporation. This material is published under license from the publisher through the Gale Group, Farmington Hills, Michigan. All inquiries regarding rights should be directed to the Gale Group. (Hide copyright information)
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As smoke rolled over lower Manhattan on September 11th and the scale of the tragedy began to take hold, hundreds of thousands of people were scattered, dazed and unsure of what would follow, Less than 90 miles away in the Merrill Lynch call center in New Jersey, the phone lines started spiking, with clients, employees and family calling concerned about the safety of many Merrill Lynch employees. Suddenly the call center staff had to assume many new roles, and they met the challenge. Within hours, the phone traffic of many brokers was redirected and the New Jersey contact center had become the sole point for employees and clients to call for information and services for ...