Call centers (contact centers) can create value on three levels: efficiency, customer satisfaction and loyalty, and strategic impact (through intelligence that improves products, services and processes).
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- What Is Call Resolution? | Call Center Cafe on Perspective on First Call Resolution
- The Contact Center’s Opportunity to Deliver Strategic Value | Serve4impact: designing design driven operations | Scoop.it on The Contact Center’s Opportunity to Deliver Strategic Value
- The Measures Every Contact Center (Call Center) Should Have – The Brad Cleveland Files « Serve4Impact on The Measures Every Contact Center (Call Center) Should Have
- The Measures Every Contact Center (Call Center) Should Have – The Brad Cleveland Files | Designing designed customer service | Scoop.it on The Measures Every Contact Center (Call Center) Should Have
- Susan Saldibar on Perspective on First Call Resolution
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- Call Center Outsource on And Now for Some… ahem… Breaking News…
- Philippine Outsourcing on Perspective on First Call Resolution
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Recent Posts
- Customer Expectations
- Supporting Every Channel of Communication
- Empowerment is Not Enough
- Acquiring the Right Data
- The Components of a Good Forecast
- Efficiency vs. Business Value
- The Two Key Agent Performance Objectives
- Establishing the Right Measures and Objectives
- Why Do We Need Good Service Across The Board?
- Consumer’s Perspective: A Dozen Ways to Get Better Service
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