Handbook MANAGING THE CUSTOMER SERVICE CHAIN AND CRM

MANAGING THE CUSTOMER SERVICE CHAIN AND CRM

Performance Competencies

  • Define the customer service chain.
  • Explain how a company’s brand of service is established throughout the customer service chain.
  • Understand how a Contact Center Manager can be an asset to a company by using CRM technology that enables customer data access from customer service chain entities.
  • Define how automation and technology can motivate or demotivate Call Center agents.
  • Define how a Contact Center Manager contributes to successful outcomes in a Contact Center agent’s performance.

 

 

source: ttgtmedia.com

Language: English
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Authors: Docent Ecommerce

Document type: eBooks

Publication date: 10-10-2002

Number of pages: 11

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