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- Presentation of Findings from Customer-Centric Contact Center: A New Model
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Subject matter expert Kathryn Jackson provides an overview of the best practices learned during APQC's Customer-Centric Contact Center: A New Model study, focusing on customer centricity, study findings, ...
Type: Presentations Topics: Call Centers, Customer-focused Processes and Functions, Customer Complaint Handling, Customer Service, Customer Support, Performance Measurement, Business Excellence, Measurement, Information Technology, Knowledge and Information Management, Process Improvement, Process Processes: 5.1.2 Define customer service policies and procedures, 5.0 Manage Customer Service, 5.1 Develop customer care/customer service strategy, 5.2.1.4 Monitor and evaluate quality of customer interactions with customer service representatives, 5.2 Plan and manage customer service operations, 5.2.1 Plan and manage customer service work force- Relevance: 48%
- Member Price: FREE
- First-Contact Resolution: Knowledge Transfer Session Presentation 2
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This presentation reveals next steps regarding first-contact resolution including processes impacted by first-contact resolution, typical sources of industry information, implementing best practices, critical success ...
Type: Presentations Topics: Call Centers, Customer-focused Processes and Functions, Customer Service, Customer Support Processes: 5.2.2 Manage customer service requests/inquiries, 5.0 Manage Customer Service, 5.2 Plan and manage customer service operations- Relevance: 48%
- Member Price: FREE
- First-Contact Resolution: Knowledge Transfer Session 1 Presentation
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This presentation discusses common dilemmas associated with first-contact resolution and discovery questions related to those dilemmas.
Type: Presentations Topics: Call Centers, Customer-focused Processes and Functions, Customer Service, Customer Support Processes: 5.2.2 Manage customer service requests/inquiries, 5.0 Manage Customer Service, 5.2 Plan and manage customer service operations- Relevance: 48%
- Member Price: FREE
- An Expert's Perspective on a New Customer-Centric Model for Contact Centers
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Subject matter expert Kathryn Jackson describes the shift from profit centricity to customer centricity, where organizations place customers at the center of business.
Type: Presentations Topics: Call Centers, Customer-focused Processes and Functions, Customer Complaint Handling, Customer Service, Customer Support, Performance Measurement, Business Excellence, Measurement, Information Technology, Knowledge and Information Management, Process Improvement, Process Processes: 5.1.2 Define customer service policies and procedures, 5.0 Manage Customer Service, 5.1 Develop customer care/customer service strategy, 5.2.1.4 Monitor and evaluate quality of customer interactions with customer service representatives, 5.2 Plan and manage customer service operations, 5.2.1 Plan and manage customer service work force- Relevance: 48%
- Member Price: FREE
- The Customer-Centric Contact Center: Crutchfield Corporation Profile
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This company profile provides a brief overview of Crutchfield's customer-centric contact center focus in the areas of experimenting with mass customization, using database information to customize relationships, and ...
Type: Case Studies Topics: Call Centers, Customer-focused Processes and Functions, Customer Complaint Handling, Customer Service, Customer Support, Performance Measurement, Business Excellence, Measurement, Information Technology, Knowledge and Information Management, Process Improvement, Process Processes: 5.1.2 Define customer service policies and procedures, 5.0 Manage Customer Service, 5.1 Develop customer care/customer service strategy, 5.2.1.4 Monitor and evaluate quality of customer interactions with customer service representatives, 5.2 Plan and manage customer service operations, 5.2.1 Plan and manage customer service work force- Relevance: 48%
- Member Price: FREE
- Nonmember Price: $50.00
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