Customer satisfaction is of critical importance to a best-in-class service provider like Verizon (previously MCI),who is committed to surpassing customers’ expectations. Verizon’s Asia Pacific Customer Service Center was named “Best in Class” at the 2004 Regional Call Centers Awards.The state-of-the-art facility serves the company’s nine national markets across the region.

Number of email enquiries received is as many as voice calls and the number is growing fast. Customer service requests often require follow-up tasks to be executed withi nand beyond the contact center. Following up with customer requests in this way is called “service fulfillment”. The contact center is often held responsible for meeting service level agreements (SLA), but it is a challenge for agents to track these tasks whenthey are escalated to tier-two agents or passed to another department.

How OpsCentral eFrontMail empowered Verizon to manage customers emails effectively: