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Results for: 5.2.1 Plan and manage customer service work force (x)
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Customer-Centric Contact Center: A New Model (Best Practices Report)

Get a snapshot of contemporary call center practices and see where call centers are headed while gaining insight into key leadership and implementation roles.

Type: Reports and Books  Topics: Customer Loyalty, Customer-focused Processes and Functions, Customer Satisfaction, Customer Service  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 
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Presentation of Findings from Customer-Centric Contact Center: A New Model

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 
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An Expert's Perspective on a New Customer-Centric Model for Contact Centers

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 
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The Customer-Centric Contact Center: Crutchfield Corporation Profile

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 
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The 21st Century Call Center Rep - Great Western Case Study

A brief overview of Great Western's call center. The call center's "telephone bankers" allow branches to focus on meeting the needs of their local customers.

Type: Case Studies  Topics: Call Centers, Customer-focused Processes and Functions  Processes: 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, 6.3.5 Develop and train employees, 6.0 Develop and Manage Human Capital, 6.3 Develop and counsel employees  Industry: Financial Services/Banking 
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Measuring Call Center Performance (Best Practices Report)

Learn to identify and understand which measurements thriving businesses use as indices for success in Measuring Call Center Performance .

Type: Reports and Books  Topics: Call Centers, Customer-focused Processes and Functions, Customer Satisfaction, Customer Service  Processes: 12.1.2 Measure process productivity, 12.0 Manage Knowledge, Improvement, and Change, 12.1 Create and manage organizational performance 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 
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  • Nonmember Price: $395.00
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