The Call Center at the Heart of the Customer Experience

The Call Center at the Heart of the Customer Experience Published August 2018 Analyst: Bob Offutt

 

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Research Type:
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Pages:
9
Figures:
3

In many companies, the call center is an unpleasant but necessary cost center. However, to the customer, it is what they see and the impression they get of their suppliers. Customers contacting call centers see the call center as the face of their supplier and the call center’s processes as being representative of their supplier’s ability to deliver quality and timely service.

  • Note
  • Introduction
  • Customer Service Layers and Processes
  • Example: Making a Reservation
  • Example: Experiencing
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