Improving Contact Centers Through Operational Processes: Deliver Superior Customer Service at Lower Costs - for Higher Profits

Topics:
Business Models,
Business Process Management
Tags:
Call Centers,
Contact Center,
Customer Relationship Management (CRM),
Customer Service,
Electronic Data Systems Corp.,
Enterprise Software,
It Operations,
Software
Source:
Electronic Data Systems

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Overview: Contact centers remain the crucial touchpoint in customer relationship management. To help their companies win additional customers and market share, they must give customers superior service while delivering measurable business value at low cost. Optimizing operational processes - in addition to customer delivery processes - helps contact centers meet these goals. This paper describes how organizations can use this approach to achieve "top box" performance in customer delight while significantly reducing costs and improving enterprise competitiveness.

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Format: PDF | Size: 289KB | Date: Apr 2005 | Pages: 16

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