Best Practices in the Call Center: A Customer Touch-Point Methodology, Free Oracle Corporation Best Practices

Best Practices in the Call Center: A Customer Touch-Point Methodology, Free Oracle Corporation Best Practices

Explore how you can improve operational efficiencies and also customer satisfaction by establishing your own customer touch-point methodology.

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.

Publisher: Oracle Corporation

Social CRM Comes of Age, Free Oracle Corporation White Paper
Gain useful insight and learn more about Social CRM with this white paper.

Web 2.0. Collaborative computing. Social media. And now Social CRM. These terms are used interchangeably, and often, to describe the massive transformation taking place across organizations today. In short, the impact of this social communications makeover has shifted ownership of the customer/company relationship to the customer - which changes how businesses must respond. Who is this "social customer"? What strategies and tools do the newest CRM solutions provide to leverage this new reality? Read this white paper to learn more about Social CRM.

21st Century Human Capital Management: Adapting to the Demands of Change (Row Henson Book Chapter), Free Oracle Corporation Book Chapter
New Book chapter written by Row Henson, an Oracle HCM Fellow, from the IHRIM book "21 Tomorrows: HR Systems in the Emerging Workplace of the 21st Century".

This chapter focuses on the demographics of the new workforce, the changes in how people conduct business along with what that “business” looks like, and the impact technology will have on all in the future.

Delivering a 'Wow' Customer Experience, Free Oracle Corporation Whiteboard Video
Rich Caballero, vice president of product management at Oracle, explains the difference between a miserable customer experience and a "wow" one.

In today's environment, companies can't just compete on price and product. They must also deliver a great customer experience.

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Silas P. Nissen said...

I agree those are very danger thing to do,Developing and enhancing contact center or customer service always got a good result so keep it up guys.Thanks for sharing the article it is very useful to all call center.

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