The Customer Care Workforce: Driving More Profitable Customer Interactions
- Topics:
- Sales Training
- Tags:
- Human Resources,
- Payroll Solutions,
- Performance,
- Performance Management,
- Recruitment & Selection,
- Revenue,
- Workforce,
- Workforce Management
- Source:
- Montgomery Research
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Overview: Companies now recognize that improving the performance of their customer care workforce plays a critical role in creating more profitable customers. Over the past decade, organizations have accepted two truisms. First, improving the performance of their people improves the performance of their business. Second, superior customer relationship management capabilities are key to building customer loyalty and enhancing revenue streams. Organizations now recognize that improving the performance of their customer care workforce plays a critical role in creating more profitable customer relationships. To realize significant bottom-line improvements when deploying resources to develop their people, companies must focus on those workforce segments that add the most value to the enterprise. Some workforces — for instance, those responsible for significant revenues or cost — are more critical to business performance than others. Investing in improving their performance is more likely to return immediate bottom-line benefits.
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Format: HTML | Date: Oct 2002
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