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Best Practices in the Call Center: A Customer Touch-Point Methodology

Published By: Oracle
Oracle
Published:  Dec 13, 2011
Length:  1 pages

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.



Tagsbest practices, customer, crm, contact center, face-to-face, performance indicators