|
| |
Contact Center Management
1. Run the contact center as a separate P&L business unit, as opposed to a traditional cost center that needs to exist as a necessary "evil."
2. Use holistic metrics that are centered on profits as opposed to traditional cost-centered metrics. For instance, contact centers look at the overall profitability of interactions with customers as opposed to exclusively focusing on cost-centric measures such as "handle times." Other metrics that are indirectly related to profits and enterprise value are service quality, consistency, contextual revenue generation, and customer satisfaction.
3. Provide value-based service, i.e., treat different customers differently, the highest-value customers getting the best service. Moving low-value customers to self-service or losing them altogether is the first step in a profitable customer management strategy.
Source: www.egain.com
| Contact Us | Site Map | Site Awards | Copyright Info | Privacy / Disclaimer |
| ©2006 Society Of Consumer Affairs Professionals In Business 703-519-3700. All Rights Reserved. | ||||