Best Practices in the Call Center: A Customer Touch-Point Methodology, Free Oracle Corporation Best Practices by Oracle CorporationWelcome, Guest      sign in | register | help


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Research Abstract
Best Practices in the Call Center: A Customer Touch-Point Methodology, Free Oracle Corporation Best Practices
by Oracle Corporation

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Published on: January 26, 2009
Type of content: WHITE PAPER
Format: Unknown
Length: 1 page
Price: FREE

Overview:

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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