Steve Downton says forward-thinking companies are linking their service organisation and call centres into an overall relationship management strategy.
The value becomes startlingly apparent when the two departments
are working in harmony together as a single entity, to form
an integrated combination representing the whole business.
It is important to realise the power of the service organisation
in the broader role of creating relationships with customers
and supporting management. The customer interface should be
the focus, and it should be obvious that this occurs on a
number of fronts, and that the call centre has become a central
part of relationship building, in support of the engineer
interface.
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