NACCM 2010: Straight Talk: How Electronic Arts' Leaders Empower Employees

Boyd Beasley, ELECTRONIC ARTS

Beasley starts by asking: Do you know whether or not the service in your business is good? Will your agents break a policy when they need to to keep a customer? The gaming industry is shifting to a free-to-play online, which is costing quite a bit of time.

2 Wins in Customer Service at EA this year:
-COO agreed to reach target service level
-They received a budget that can support the staff for the standards level

If you are not talking to your call center employees on a regular basis, then you don't know what your customers are asking for. Beasley wonders whether we're looking at employees measurements for things that don't matter such as call handle time. How should that be managed against first time resolutions? Talk to your employees about what's going on in the company? They can share what is working and not working for your company.