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?
23 out of 50 users found this white paper useful
Related white papers
Measuring the Pain: What is Fragmented Communications Costing Your Enterprise?
In this document, you will discover the results of the largest-ever survey of enterprise and contact center employees. Their workflows reveal the silent but staggering costs of fragmented communications. In...
Uniquely Adapted Solutions From HP
Carrefour was the first retailer in Europe when it burst onto the scene in the 1950's. They wanted to improve help desk service, optimise productivity, reduce operating costs and reduce...
Expertise Counts: Significantly Enhance Customer Retention Using Speech Self-Service
This webcast helps one learn from experts how innovative businesses already use speech self-service to significantly enhance service and boost employee productivity. It helps to identify how to add speech...
Taking to the Skies, Online
Virgin Blue's entry to the Australian market in 2000 promised to 'keep the air fair', a clever play on words that heralded a new era of low cost travel across...
Web Marketing Specialists Optimise Customer Service With Standardised IT Infrastructure
German marketing solution provider newtention offers marketing companies web-based application service provider (ASP) tools with which they can increase the effectiveness of their online marketing campaigns. To ensure these solutions...
Enhancing Customer Service, Reducing Costs, and Gaining a Competitive Edge
Avnet Inc. (NYSE: AVT) is a Fortune 500 company based in Phoenix, Arizona, with fiscal year 2001 sales of $12.8 billion. Avnet needed a product of high quality and reliability...
Microsoft Dynamics? CRM Online
Give us three minutes. See how fast you can get your people using CRM. Will you look back on this moment as the turning point? The moment when you took your...
