American Express Experienced a 10% Increase to Service Margins in Their

Multiple Choice

American Express experienced a 10% increase to service margins in their global customer service division's call center by revamping the division with the theory: __________.

A) shorter customer calls leads to greater productivity
B) happier employees mean happier customers
C) standardized schedules will create greater consistency
D) focus more on outcomes and less on attitude
E) shift from employee centered to technology centered for customer satisfaction