Verizon is trying to alleviate a persistent pain point by giving consumers a single point of contact, reducing the exasperating transfer process that plagues call centers. In an innovative idea that not many companies have implemented, Verizon recently created the role of dedicated Customer Champion, agents who will handle customer inquiries from start to finish. Under the plan, every customer service call will be assigned a champion, who will work on resolving the issue and updating the customer as the sole Verizon contact. The concept is creative, potentially very useful for customers and service teams alike, as are the specifics: the Verizon champions will update customers on progress through the channel of the customer’s choosing. Verizon’s overall focus on customer experience is laudable, yet the customer champions initiative stands out most of all. Research shows that being transferred from agent to agent is a particular source of customer frustration. People who get in touch often have a complaint from the start, and having to get new agents up to speed slows resolution times and can impact customer satisfaction scores. By eliminating transfers, the initiative will reduce customer frustration and increase satisfaction, while improving customer trust that the brand has their back. Dealing with a single agent may even trigger an emotional connection between customer and company, potentially leading to more memorable customer experience moments. Verizon is empowering agents to provide continuity and take personal ownership of issues, which could promote accountability and pride within service teams. The result? Higher employee satisfaction and a better employee experience. It will also give agents more productive things to do. With fewer phone calls to answer, company representatives can spend more time tracking the results of their interactions with individual customers, learning from how the issues were resolved, and perhaps even preventing future occurrences of the same problem.