- Posted:
- Jan 26, 2009
- Published:
- Jan 26, 2009
- Format:
- Length:
- 1 Page(s)
- Type:
- White Paper
- Language:
- English
-
Best Practices in the Call Center: A Customer Touch-Point Methodology, Free Oracle Corporation Best Practices
Sponsored by: Oracle CorporationOne 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.
