A Practical Guide to Call Center Technology
A handy, comprehensive guide for those setting up technology-based phone systems to manage customer matters.
TABLE OF CONTENTS A Practical Guide to Call Center Technology
Epilogue
Rationalizing customer, employee and stockholder interests is a constant dilemma. Great service is more expensive than rationing service so that a few cents can be eked out for a better earnings per share (EPS) ratio for the current quarter. But what of next accounting period? Maintaining customers is vital to the long haul, and retaining that customer is always significantly cheaper than finding a new one. The feedback possible from a customer facing customer contact center, is a nearly instantaneous early warning to deteriorating customer metrics. Skimping there can have enormous and long-term effect.
There is one constant that must be emphasized: customers have more choices than they have ever had before. They will choose to contact your business any where, any time and any way they please. Will you be easily available to win and keep their business?
MOVE A REGISTER, FORGET HISTORY
The author has been involved in delivering real business applications solutions through a number of generations of technology. Through these cycles I discovered a really interesting phenomenon: acquiring any new business with a young development staff, inevitably leads to a huge rift between the older team and their technology generational alliances and the new group. By virtue of their later arrival in the profession these newer developers benefited from newer technologies. What did the old guys know?
Well the answer is that they often knew where the skeletons were buried. How did the particular industry or application evolve and why? Winston Churchill stated that he...
Copyright Andrew Waite 2001 under license agreement with Books24x7
