Customer-Centric Contact Center: A New Model (Best Practices Report)
By APQCFebruary 3, 2001
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- 141 pages
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Get a snapshot of contemporary call center practices and see where call centers are headed while gaining insight into key leadership and implementation roles. Learn the practices experienced call center leaders have found to be effective in Customer Call Centers. Key findings in the report are grouped into the following sections: strategy and linkages, service standards, technology, hiring and employee development, and operations.
Topics: Customer Loyalty, Customer Satisfaction, Customer Service
Processes: 5.1.2 Define customer service policies and procedures, 5.2.1.4 Monitor and evaluate quality of customer interactions with customer service representatives
Type: Reports and Books
Publisher: APQC
ISBN: 1928593461
Processes: 5.1.2 Define customer service policies and procedures, 5.2.1.4 Monitor and evaluate quality of customer interactions with customer service representatives
Type: Reports and Books
Publisher: APQC
ISBN: 1928593461
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