As customer service becomes more popular as a distinguisher among companies and products, organizations that strive to deliver a distinctive customer experience must do so while managing their resources to deliver the goods at the most reasonable cost.
In January and February 2011, 428 contact center professionals working in centers of all sizes and shapes around the globe participated in the study, sharing critical information about their centers’ ability to strike a balance between call center efficiency and the customer experience.
Key issues presented in this study:
• Overview and Executive Summary
• Key Findings
• Study Results
• Respondents’ Background
• Key Components of a Successful Contact
• Challenges to Balancing Call Center Efficiency with the Customer Experience
• Key Metrics for Striking the Balance
• Barriers to Success – Efficiency
• Barriers Challenges to Success – Experience
• Enablers – Efficiency
• Enablers – Experience
• Impact of People, Process and Technology
26 pages, PDF download (requires Adobe Acrobat or Reader)
TAGS:
Operations Management, Cost Performance, Reducing/Preventing Costly Contacts, Customer Satisfaction Measurement/Management, Overall Customer Satisfaction Measurement, Metrics/Performance Measurement, Agent Satisfaction/Engagement
