StrategicCallCenters答题.pptVIP

Strategic Call CentersMoving from cost centers to value-add;Customer attraction and retention;A myriad of competitive complexities;Building an effective call center strategy ;Strategic call center management;Driver 1. Achieving the right mix of assisted- and self-service options;Alignment Framework: People;Tools: Dynamic integrated empower employees;= Effective service recovery;Incentives: Reinforce employee right actions;Driver 3: Operational improvements drive efficiencies;Operational costs decrease;Ongoing measures of efficiencies, costs, and customer satisfaction;Driver 4: Balanced inve