Teleflora Recruits Customers to Coach Agents

To use the voice of the customer to improve their experience with the contact center, Teleflora man- agement decided to step back and allow customers to express their needs and wants directly to the frontline. Using an enterprise management solution called Customer Driven Manager (CDM), developed by Tamer Partners Corp., customers are recruited to coach Teleflora’s frontline agents on how to improve specific behaviors.