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Thanks Mikael,
I agree that customer perception should drive business initiatives, and for the one contact, technology / channels etc become increasingly irrelevant.
The validity of my question still stands. This is outside the scope of customer interaction when we start to talk about setting up a centre.
Think large centre with a broadband market, from IT to finance and medical as well as social services.
The definition is wanted so that these concepts can be easily explained to people who will be financing this project (non call centre executives!)
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