The New Reality for Customer Engagement
Date: 5/31/2018 @ 1 p.m. ET
There was a nervous moment Thursday, the first day of emergency operations, when the Jersey City facility received a bomb threat. "Everyone had to evacuate the building," Lepczyk recalls. "It was a walk down from the 20th floor for all of us, again." But the threat proved to be a prank, and everyone returned to their desks. Lepczyk then assigned various staffers to begin answering a surge of calls from longshoremen worried that their pension data and health and benefit information might have been lost in the blast. By the end of the day, the only complaints were coming from customers back in the harbor concerned that some longshoremen were late showing up to their assigned posts. "We have 12,000 pensioners and widows who receive millions of dollars a year," he says. "No one missed a payment."
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