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

Cover

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.

Vendor:
Oracle Corporation UK Ltd
Posted:
10 Oct 2012
Published
10 Oct 2012
Format:
PDF
Length:
2 Page(s)
Type:
White Paper
Language:
English

This resource is no longer available.