Contact Center Offers One-Stop Help For Members and Customers

Upgrades to the Contact Center provide better service for all

8 January 2009

Are you a member with a question about your renewal bill or a customer who needs to check the status of your order? You now have one place for all the answers: the new IEEE Contact Center. IEEE recently combined two groups—Member Services and Customer Services—to provide better service for all.

For one thing, the new center has expanded its hours of service. The staff responds to e-mail queries 24 hours a day, five days a week, from 4:30 p.m. ET Sunday through 5:00 p.m. ET Friday. In the past, an 8-hour day, 5-day week was typical; the longer hours were instituted because members asked for them and are of special benefit to members in Region 8 (Europe, Middle East, and Africa) and Region 10 (Asia and Pacific).

ASK ANYTHING Contact Center staff can help with many tasks. For example, they can update contact information, find a conference in a specific technical area or location, assist with access to publications through IEEE Xplore, establish and maintain an IEEE Web account, tell you about opportunities for volunteering in IEEE, provide you with a quote on a product price, explain which subscriptions are part of your membership, and get you the status of that order.

They can also answer questions related to services such as the IEEE online store; memberNet, the online networking site; IEEE e-mail aliases; and the IEEE Job Site.

Now part of IEEE Member & Geographic Activities (MGA), the Contact Center helps support the MGA's mission to inspire, enable, empower, and engage members.

“The Contact Center provides service based on a full view of the member and his or her experiences throughout their IEEE membership life cycle,” explains Center director Marianne Schmidt. “We help members become more engaged in IEEE by raising their awareness of its events, products, and services, and by informing them of opportunities they might be interested in.”

Staff in the Contact Center total some 300 years of experience in the service industry, including more than 175 years at IEEE, notes Cecelia Jankowski, managing director of MGA. “Our staff members personify the service culture that focuses on the individual member and his or her professional needs. We want to make each member feel more connected to IEEE and get the most out of their membership, find a professional home at IEEE, and stay engaged in activities.”

As Bill Cook, staff director of the MGA's Member Operation teams, puts it: “We’re on IEEE’s front line, working to ensure the quality of every interaction. We service members and prospective members, volunteers, loyal customers and one-time shoppers, as well as vendors, business partners and IEEE staff. It’s our job to ensure that everyone knows the benefits and the professional value gained by being part of IEEE.”

Visit the IEEE Contact Center and learn more about how you can gain from being engaged in IEEE

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