|
Yours is one of the major issues facing call centers in almost every industry. A highly effective strategy to create "customer centricity" is to execute and maintain a "Strategic Planning for the Call Center".
The strategic planning process is very similar to a corporate level planning session, but focuses on how the call center fits into the organization, how the call center can help the organization meet it's overall goals, what needs to be done to get there, who does what by when and measures success.
It requires significant commitment on your part, but the results are tremendous.
|