To become customer-centric, the entire enterprise needs to be aware of and respond to what’s important to customers. To make this transformation, enterprises need to vastly improve their employees’ skills, knowledge and business instincts, as well as build new processes developed from an outside-in perspective. This is the province of workforce optimization.
Customer Centricity through Workforce Optimization offers contact center managers a detailed roadmap for transforming the workplace through workforce optimization. Whether you’re new to contact centers or an industry veteran, you’ll learn key concepts that will help you to take your center to the next level of performance and get the most out of your most valuable resource — your people.
TAGS:
Customer Satisfaction Measurement/Management, Contact-Based Customer Satisfaction Measurement, Acting on customer feedback (Voice of the Customer - VOC), Post-Call Customer Surveys, Sharing customer data with enterprise, Overall Customer Satisfaction Measurement, Acting on customer feedback (Voice of the Customer - VOC)
