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Conducting a Contact Center Assessment
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ISBN: 1481865277
Author: Cusack, Michael
Condition: New
How to evaluate the efficiency of your contact center operation, including key benchmarks and metrics relevant to process improvement, customer relationship management, knowledge management, human resources, workforce management, information technology and quality assurance.Discovery explains the Areas of Focus (Efficiency, Effectiveness, Capability and Differentiation), Functions (Customer-facing, Support, and Analytics), and Classifications that constitute the basis of a contact centre assessment. Efficiency considers aspects of Operations, Workforce Management and Process Management. Effectiveness deals with Customer Relationship Management, Knowledge Management, and Quality Assurance. Capability delves into Human Resources and Information Technology. Differentiation looks at the elements that separate the contact centre from competitors. Assessment Outputs explains how to analyse and present the data gathered during the assessment.
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Conducting a Contact Center Assessment