Session: The Spillover Effect – Driving Customer Loyalty through Employee Engagement
As VP of Customer Service and Business Development at Nicor National, Barbara Porter is responsible for a 250-agent Call Center that serves the warranty, energy management, and HVAC needs of the company’s customers. Under her leadership, the Call Center team has earned the JD Power Call Center Certification for 5 years in a row. Barbara is a frequent speaker at industry forums all across the country. She is an ardent believer in the positive impact that employee engagement can have on customer service, as well as the bottom line. She has published several articles for industry publications, including “Employee Engagement: Its Impact on Profitability and the Customer Experience.”