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News / 20th February 2009
Customer Strategy / Seven Steps to Contact Heaven
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IN April 2008, JAM IP and Cisco sponsored a report by analyst group ContactBabel, entitled “Customer of the Future”. As part of an Executive Summary from the report, a set of practical measures that organisations could undertake in order to better serve the customer of tomorrow, entitled “Seven Steps to Contact Heaven”, has been developed.
The first of these articles from the series entitled “Death of Queue” can be found in an exclusive Customer Strategy online series. Former CCF editor Alex Coxon looks at the dreaded case of the contact centre queue and the strategies organisations need to overcome the problem.
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