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Jeff
has been with Continental Airlines for 10 years. As the manager
of training and quality assurance for the airline’s
reservation call center in Salt Lake City, Jeff is responsible
for training approximately 800 employees. He co-developed
and currently manages Continental’s new Quality Assurance
Program, an initiative that increased the call center’s
productivity and raised customer satisfaction. In 2003, Continental
Airlines received the Call Center of the Year Award.
| Jeff
will explain how Continental’s award-winning quality
assurance program achieves balance in customer service,
sales, and production. He will share the success secrets
that have earned the airline numerous awards, and inclusion
on Fortune’s 100 Best Places to Work list for the
last five years. Jeff will also explain how Continental’s
philosophy that happy employees equal happy customers
catapulted the airline from “worst to first”
in the Customer Service category. You will learn how current
strategies have reduced employee turnover to less than
five percent in the airline’s three domestic call
centers, and how management ensures that each of the 5,200
reservation agents make the connection between their performance
goals and the company’s “Go Forward Plan.”
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Jeff
Adams