White Paper: Best Practices in the Call Center: A Customer Touch-Point Methodology sponsored by Oracle Corporation

sponsored by Oracle Corporation

Posted:	26 Jan 2009
Published:	26 Jan 2009
Format:	PDF
Length:	1 Page(s)
Type:	White Paper
Language:	English

ABSTRACT:

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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