Business Administration - Financial Planning RFC127 Lecture 1: RFC127 Sept 9 Week 1
28 Oct 2016
School
Professor
Document Summary
If the co(cid:374)tact does(cid:374)"t create (cid:448)alue, that is your o(cid:374)ly impression of the company. From this point on we will refer to it as a contact center which encapsulates the multiple channels and touch points they are typically responsible for. They want personalized solutions to their needs. They expect services and products that deliver beyond what is promised. Trends and customer contact the changing paradigm. Customers preferences: customers want to use different media types, based on: Personal preferences and needs: comfort with alternatives technologies, email are pervasive, millio(cid:374)s , missed typing the rest he changed slides. Needs to be measured and incorporated into overall center metrics. Centre needs support interactions, e-care, e-commerce experience. E-business opportunities growing at a phenomenal rate. On-line catalogues, process orders, invoices, shipping instructions. Offer full range of contacts as they become feasible. Develop appropriate service level and response time. Handle on complexity of forecasting and scheduling. Ensure consistency and customer satisfaction across all channels.
