TITLE

CONTACT CENTERS: MODEL MATURITY

AUTHOR(S)
Bailor, Coreen
PUB. DATE
August 2006
SOURCE
CRM Magazine;Aug2006, Vol. 10 Issue 8, p13
SOURCE TYPE
Trade Publication
DOC. TYPE
Article
ABSTRACT
The article discusses the phases of a contact center capability maturity model. In the establishment phase, companies are urged to develop goals to unify service operations across product divisions. The consolidating phase includes automated scheduling, multichannel operations and measuring customer satisfaction. Firms have integrated channels that manage and keep track of customer interactions under the performing phase.
ACCESSION #
21851073

 

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