Guide to Effective Contact Management
Guide to Effective Contact Management
A Contact Management Strategy defines the effectiveness of your call centre operation. Put simply, it is about treating the right contact right!! It leads to your operation having a set of call handling activities that can be consistently executed and as well as a strategy for how to eliminate, automate or rationalise those contact types that are not value adding and are therefore not productive for your operation to be dealing with. Within a Contact Management Strategy, each of these types of contact should be catered for, and tactics should be developed about how to handle the different scenarios. These are all related to the value of the contact with respect to the customer value, your business value and the value to your Agents or automated systems in dealing with the enquiry.
RXP have developed this 8,000 word guide based on their many years of experience in implementing contact management strategy.This guide will take you through the process of analysing in depth what contacts are happening, why and what impacts how efficiently and effectively they are dealt with. With this knowledge, you will be able to begin defining how you want your organisation to handle the contacts and what you need to put in place to do so.
Please select one of the purchase options below:
| Title | Price £
|
|
Guide to Effective Contact Management |
125.00 |
|
Guide to Effective Contact Management + 4 hours coaching |
525.00 |
|
Centre Management Skills Guide package
|
225.00 |
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RXP Guides have been developed as Do-It-Yourself solutions that will allow you to implement real improvements to your own contact centre in a specific area.
