Improving Call Satisfaction
 
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Description:

A utility client wanted to improve the performance of their call center operations. Traditionally the call centers had been run from an inside-out perspective. Hence, performance was measured only in terms of metrics that managers felt were important.The customer perspective was not considered. With the involvement of the market research department, a decision was made to understand the customer perspective and benchmark performance as seen by customers

Submitted On:

09 Oct 2006

Submitted By:

Administrator (admin)

File Date:

09 Oct 2006

File Size:

62.92 Kb

File Type:

pdf

Downloads:

25