Best Practices in the Call Center: A Customer Touch-Point Methodology

One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders.

Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions. By tracking the interplay between these, you can more easily identify meaningful key performance indicators.



I'm on LinkedIn--Now What??? - Ebook

Get the most out of this popular business networking site by understanding LinkedIn and why you should use it.

With over 25 million members there is a lot of potential to find and develop relationships to help in your business and personal life, but many professionals find themselves wondering what to do once they signup. Learn the different benefits of the system and best practices so that you can get the most out of LinkedIn.

This excerpt includes Chapter 1 - The Introduction from the "I'm on LinkedIn--Now What???" eBook.


Wireless Design & Development - Free Magazine Subscription

Wireless Design & Development is the leading product and information resource for decision-making wireless design engineering and technology professionals.

Readers are design engineers, R&D, and IS/IT managers in the communications systems/equipment, consumer electronics, cellular and internet industries. WDD is published 6 times a year (February, April, June, August, October and December) and is available in print or digital format.



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