General Motors wants the customer to be the focal point of its business model – so much so that the venerable automaker is changing the name of its call centers to Customer Engagement Centers.
GM’s new Customer Engagement Centers are designed to improve the overall customer experience by reaching out to new owners to answer questions and resolve issues. GM hopes to funnel data collected at the Centers to its designers and engineers to capture the voice of the customer and for further improvements in vehicle programs.
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