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

Oracle the leading technology player talks about best practices in call center. The focus of this white paper on different touch point Web-self service, IVR, contact center agents, Face to face transactions.

1. First thing one should focus is to track the interlay of all the touch point mentioned above. Which will serve as a Key performance indicator.

2. To have one touch point linked with other e.g. web chat with call center agent available through website.

3. Create different view points or reports to track customer segments, frequent call records.

4. Define a matrix for plotting volume and complexity.

5. Define KPIs to be consistent with your new findings.

For more details download the white paper Download(pdf)