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)

Upcomings: CRM & Call Center Complimentary Webcasts

1. The ABCs of Marketing Analytics

Wednesday, May 12th, 2010 — 11:00 am PT / 2:00 pm ET

REGISTER NOW for this complimentary webcast

Join Sam Boonin, Vice President of Marketing at GoodData who will share best practices for building great marketing dashboards, and review how GoodData uses marketing analytics to 'walk the talk' of running a metrics-driven business. Our featured presenter, Suresh Vittal, Vice President and Principal Analytst at Forrester Research, will discuss the ABCs of Marketing Analytics.

2. Avatars Drastically Reduce Call Center Costs

Wednesday, May 19, 2010 11:00am PT / 2:00pm ET

REGISTER NOW for this complimentary webcast

Watch Forrester, Comcast and InteliWISE answering key questions: How can these virtual experts immediately answer customer requests on the web, being a first - line of defense for Customer Service.

Source: destinationCRM