Dear all,
I would like to understand, what makes a state of the art call center?
the primary goal here is to understand how to create top notch call center and then use it as benchmark.
State of the Art Call Center ?
Call Centre Helper Forum » Strategy
(2 posts)
That is a quite a big question and I am sure anyone with experience in the industry would have a different perspective. Perhaps if you can whittle down your question a bit - maybe you'll get some views?
Here's a few "headers" where you might want to make a start:
Location
Technology
Architecture
Solutions
Resiliency
Channels
Personnel
Training
Quality of Service
Key Metrics (Interactions)
Key Metrics (Stability)
Key Metrics (Support)
...
Hope this helps?
Posted 5 months ago
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