Best Practices in the Call Center: A Customer Touch-Point Methodology

Topics:
Account Management,
Advancing the Sales Cycle,
CRM,
Information Technology Strategy,
Point of Sale
Tags:
Best Practice,
Call Centers,
Contact Center,
Customer Relationship Management (CRM),
Enterprise Software,
Interactive Voice Response (IVR),
It Operations,
Oracle Corp.,
Software
Source:
Oracle

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Overview: One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions. By tracking the interplay between these, you can more easily identify meaningful key performance indicators.

(Is this item miscategorized? Does it need more tags? Let us know.)

Format: PDF | Date: Jan 2009

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