The Future Customer-centric Organization: Best Practice And New Strategies For Improving Customer Service

This report examines the applications and services that have evolved to support organizations’ customer service efforts. It analyses the drivers behind the growing emphasis on customer service and the emergence of the customer-centric enterprise model. Developments in contact center technology designed to assist customer service initiatives - such as mobile applications, unified communications and the growing use of virtual contact centers - are explored, as are the opportunities for making outsourcing contact centers a success.