The Customer Focused Contact Center Contact （客户集中的呼叫中心联系）.pdf

IBM Global Business Services White Paper The Customer Focused Contact Center Contact Center A Companion Paper to IBM’s Advocacy in the Customer Practice Focused Enterprise Paper Prepared by Martin Prunty and Andy Pritchard Contributions from Robert M. Heffernan IBM Global Business Services Page  IBM Global Business Services Page  I. Do we need to do things differently? The customer focused enterprise begins within Opportunity for customer experience transformation in the Contact Center the customer focused contact center II. What is the new prescription for This paper is a companion to the recent IBM release “Advocacy in the Customer the customer experience? New Focused Enterprise”. It will expound of the base concepts discussed there and view of the contact center customer describe how the theories and practices apply to one of the most vital customer- experience focused operations for companies today: the contact center. Readers should III How do we operationalize this new reference the IBM handbook “Advocacy in the Customer Focused Enterprise” for view? Operationalize contact center experiences through a customer more detailed descriptions of the concepts presented here. focused enterprise IV. How do we get it done? Get it “done I. Do we need to do things differently? right” in the contact center through An opportunity for customer experience transformation in new IBM project technique