Robin Markle

"We can better manage peaks in call volume by balancing the load among our various service centers," said Robin Markle, Director of Contact Center Services.The new system will increase volume capacity by 38% through the more efficient use of existing staff and resources, she added.

Markle said customer service is a significant reason the company is upgrading its call center technology.New features of the call management system will give customers more flexibility and options.Customers who use the call centers will also have the opportunity to provide immediate feedback about their experience through a distinctive feature of the system.Randomly selected customers may rate the bank on satisfaction and service quality by responding to pre-recorded questions at the conclusion of a call."This instant feedback option will allow our customers to tell us how we are doing," said Markle."We'll have the best tools to ensure that our service representatives are exceeding customer expectations and providing the best possible experience for the customer," she added.

The interaction management software was developed by Interactive Intelligence Inc. (Nasdaq: ININ) as a cost-effective replacement of proprietary telecommunications devices such as PBXs, automatic call distributors, interactive voice response systems, fax servers, Web gateways and CTI middleware systems.

A Union Planters exec, senior vice president Robin Markle, has been named 2002 Global Call Center Manager of the Year for the United States.

Speakers: Robin Markle, Union Planters Bank

- Robin Markle, director of contact center services, Union Planters
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"The old system doesn't provide all these routing choices," said Robin Markle, director of contact center services at $35 billion Union Planters.
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"We will respond to the feedback, not just collect it," Markle said.

- Robin Markle, director of contact center services, Union Planters
...
"The old system doesn't provide all these routing choices," said Robin Markle, director of contact center services at $35 billion Union Planters.
...
"We will respond to the feedback, not just collect it," Markle said.

MEMPHIS, Tenn.--(BUSINESS WIRE)--Aug. 27, 2002--Union Planters Corporation (NYSE:UPC) announced today that Robin Markle, Senior Vice President at Union Planters Bank, was named 2002 Global Call Center Manager of the Year for the United States at an awards ceremony in Chicago.The Incoming Calls Management Institute (ICMI), a world-wide industry leader that promotes excellence in call center management, organized the event and presented awards to call center managers from 12 different countries.

Markle manages over 200 call center representatives at UPDirect, the Union Planters' call center organization.These highly trained representatives speak with approximately 300,000 callers each month and use advanced technology that allows them to provide efficient, accurate and personal service.

"We have equipped the best people with the best technology and training.This recognition is really a result of the associates and supervisors who helped build UPDirect into an outstanding service organization," Markle said."Union Planters recruits the best employees and supports them through career development programs and skill enhancement training.It takes a skilled professional to know how to use technology for the customer's advantage."

BellSouth Communication Systems, Inc., nominated Markle for the award because of her vision of a superior customer contact center and for Union Planters' commitment to using the best and most flexible technology available.BellSouth has a unique organization dedicated to designing and supporting call center applications for businesses.The company played a significant role in the design of Union Planters' call center and worked closely with Markle throughout the development and implementation process.
...
"Robin has managed the transformation of our call center over the past year and has achieved this outstanding recognition through her focus on results and her dedication to service excellence."

Markle, 45, began her 27-year career in customer service call centers in the hospitality industry.She was promoted to senior vice president of UPDirect in 2001.

MEMPHIS, Tenn.--(BUSINESS WIRE)--Aug. 27, 2002--Union Planters Corporation (NYSE:UPC) announced today that Robin Markle, Senior Vice President at Union Planters Bank, was named 2002 Global Call Center Manager of the Year for the United States at an awards ceremony in Chicago.The Incoming Calls Management Institute (ICMI), a world-wide industry leader that promotes excellence in call center management, organized the event and presented awards to call center managers from 12 different countries.

Markle manages over 200 call center representatives at UPDirect, the Union Planters' call center organization.These highly trained representatives speak with approximately 300,000 callers each month and use advanced technology that allows them to provide efficient, accurate and personal service.

"We have equipped the best people with the best technology and training.This recognition is really a result of the associates and supervisors who helped build UPDirect into an outstanding service organization," Markle said."Union Planters recruits the best employees and supports them through career development programs and skill enhancement training.It takes a skilled professional to know how to use technology for the customer's advantage."

BellSouth Communication Systems, Inc., nominated Markle for the award because of her vision of a superior customer contact center and for Union Planters' commitment to using the best and most flexible technology available.BellSouth has a unique organization dedicated to designing and supporting call center applications for businesses.The company played a significant role in the design of Union Planters' call center and worked closely with Markle throughout the development and implementation process.
...
"Robin has managed the transformation of our call center over the past year and has achieved this outstanding recognition through her focus on results and her dedication to service excellence."

Markle, 45, began her 27-year career in customer service call centers in the hospitality industry.She was promoted to senior vice president of UPDirect in 2001.