Who Are You Serving – Aligning Contact Center Operations with Customer Demands

Posted: 06/23/2011

Muddled by so many "best practices," performance metrics and cost discussions, the development of a contact center operations strategy often misses the most important question—how does the customer service delivered align with the expectations of the audience? The benefits of generic workflow management strategies pale in comparison to the costs of losing the connection to the audience, and in attempting to create positive CRM opportunity from your contact centers, you must strengthen the alignment between your organization and its buyers. From setting the cultural tone in your insourced and outsourced call centers to selecting the most efficient media for conversation to re-tooling response rate and quality of care benchmarks, establish best practices that yield success in your organization.