T-Mobile has long positioned itself as an outsider and disruptor in the wireless industry. The “Un-carrier” moniker adopted by T-Mobile in 2013 was a nod to its non-traditional approach, which prioritized customer service in an industry that too often seemed to treat customers as antagonists. T-Mobile’s customer-focused innovation efforts have helped set the company apart from its competitors—and have earned it a spot on Fast Company’s list of the Best Workplaces for Innovators.
Callie Field, executive vice president of customer care at T-Mobile, explains the evolution of Team of Experts, the company’s signature customer service program that launched nationwide in 2018. The goal: to give customers a more personalized—and human— call-center experience.
What’s the idea behind Team of Experts?
この記事は Fast Company の September 2020 版に掲載されています。
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この記事は Fast Company の September 2020 版に掲載されています。
7 日間の Magzter GOLD 無料トライアルを開始して、何千もの厳選されたプレミアム ストーリー、9,000 以上の雑誌や新聞にアクセスしてください。
すでに購読者です? サインイン
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