| Publisher | Technology Marketing | ||
|---|---|---|---|
| Format | 182.9KB PDF | Date added | 02 Jan 2006 |
| Topics | Customer Support Services, Best Practices | ||
| Downloads | 37 | ||
Many factors are driving a sea change in management perception of the corporate call center. There is a growing recognition that the quality of all customer touch points is critical to achieving revenue, profitability, and customer care objectives. Organizations can effectively differentiate themselves from their often larger competitors by providing customer service that is more than just satisfactory. Well managed call centers seek a balance between customer delight and cost effectiveness. Achieving this balance requires investments in sophisticated customer experience management applications like customer relationship management, interactive voice response, quality monitoring, workforce management, and computer-based training. This paper is addressed to those organizations that have small to mid-size call centers or are in the process of creating their first formal call center.
Did you find this white paper useful?
25 out of 50 users found this white paper useful
Related white papers
Best Practices for Translating Customer Satisfaction into Revenue
Today's support organisations are focused on two top-level metrics: financial results and customer satisfaction. For most, it's easy to track financial performance, but customer satisfaction is akin to speaking a...
Support Strategies: Customer Experience Management
Customer experience is the most powerful tool available today for distinguishing your company from competitors ? each contact with the customer offers an opportunity for strengthening your relationships by delivering...
3 Strategies for Reducing IT Support Costs
As companies brace for more bumps in the economic downturn, many organisations are indiscriminately cutting costs. To ensure a seamless transition into the post-recession market, however, slashing and burning is...
Forrester Strategies for Assessing IT Business Satisfaction
If you aren't assessing customer satisfaction you are overlooking a potential goldmine. This valuable data is crucial to creating a successful IT strategy. But where do you start? This new...
Recommended Practices for PC Fleet Management for Mid Market and EnterpriseOrganizations
PC management is both costly and ongoing. Desktop support alone soaks up 30-45 percent1 of IT budgets. But optimizing your PC fleet management strategy will produce efficiencies and lower costs. ...
Virtual IT Revolutionises IT Support with Intel? vPro? processor technology
Since its launch in 2001, Virtual IT's guiding principle has been, 'We'll look after your IT so you can look after your business'. And in a relatively short time the company...
AIS Improves Client Service and Boosts Revenue With Proactive Customer Care
Established in 1990, Advanced Info Service Public Company Limited (AIS) is the largest cellular operator in Thailand. AIS's vision is to create an emotional attachment with its customers because customer...
