Research Library > Oracle > Best Practices in the Call Center: A Customer Touch-Point Methodology

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

White Paper Published By: Oracle
Oracle
Published:  Dec 13, 2011
Type:  White Paper
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, application integration, application performance management, business analytics, business integration, business intelligence, business management, customer interaction service, customer relationship management, customer satisfaction, customer service, enterprise resource planning, product lifecycle management, project management, return on investment