Customer Support Services White Papers
Best Practices and Solutions for Customer Experience Management and Spotlight on Co-Nexus CXM
Overview Many factors are driving a sea change in management perception of the corporate call center. There is a growing recognition that the quality of all customer touch points is critical to achieving revenue, profitability, and customer care objectives. Organizations can effectively differentiate themselves from their often larger competitors by providing customer service that is more than just satisfactory. Well managed call centers seek a balance between customer delight and cost effectiveness. Achieving this balance requires investments in sophisticated customer experience management applications like customer relationship management, interactive voice response, quality monitoring, workforce management, and computer-based training. This paper is addressed to those organizations that have small to mid-size call centers or are in the process of creating their first formal call center.
| Publisher | Technology Marketing | File Format | |
|---|---|---|---|
| Date Published | January 2006 | Downloads | 2 |
| Format | White Papers | ||
| Topics | |||
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