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Voice Recognition White Papers

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

Tags:
voice recognition

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.

Further White Paper Details
Publisher	Oracle	File Format	PDF
Date Published	January 2009
Format	White Papers
Topics	Voice Recognition, CRM Software, Best Practices, Call Center - Contact, Customer Support Services

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Tags:
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voice - data integration

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Tags:
customers,
erp,
crm

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