Customer Support Services White Papers
Agent Performance in the Customer Service Center: The Missing Link to Customer Relationship Management Success
Overview While organizations have spent billions on Customer Relationship Management (CRM) to provide better service and build stronger connections with customers, achievement of CRM objectives remains an elusive goal. Achievement of CRM objectives depends on a customer-centric culture and enterprise-wide strategy, with particular emphasis on building buy-in and shared objectives among employees. A CRM strategy cannot succeed unless it is supported by a customer-centric organization, driven by timely, frequent communications and change management efforts. Customer service centers play a critical role in the success or failure of CRM initiatives. A failure to appropriately include customer service agents in change management efforts could be the very reason that customer service centers and agents are not performing to their customers' expectations.
| Publisher | Knowlagent | File Format | |
|---|---|---|---|
| Date Published | November 2003 | ||
| Format | White Papers | ||
| Topics | |||
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