1. Request FREE - Best Practices in the Call Center - A Customer
Touch-Point Methodology
Description:
One of the biggest dangers in establishing best
practices for your contact center is to do so in
isolation from your self-service stakeholders. Instead,
all customer "touch-points" must be viewed as part of
a continuum. Customer touch points include Web
Self-Service, Interactive Voice Response, Contact Center Agents,
and Face-to-Face transactions. By tracking the interplay between
these, you can more easily identify meaningful key performance
indicators.
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