Integrate Call Center Functions with Overall Customer Service Strategy

Practices in this document include: Ensuring service availability during critical “moments of truth.” Capturing key customer information to refine the customer loyalty strategy. Employing liaisons to enhance communication between the call center and the field. Employing electronic media to ensure that customer feedback is communicated rapidly to the field. Designing a framework to manage customer service communications efficiently. Sharing customer service information throughout the organization. Disseminating key company information throughout the organization.

Industries Profiled:
Companies Profiled:
State Farm

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