Next-Generation Contact Center: A Best Practices Snapshot

Published by: American Productivity & Quality Center

Published: Mar. 21, 2007 - 82 Pages

Table of Contents

• Cisco-Linksys LLC
• Mellon Investor Services LLC
• NetBank Inc.
• Public Service Electric and Gas Company (PSE&G)

Abstract

KEY FINDINGS

• Top executives drive the next-generation value imperative.
• Leaders of the next-generation contact center are proactive in managing and communicating contact center value.
• The next-generation contact center leverages its customer and organization intelligence throughout the enterprise to drive high value.
• Effective technology solutions enable strategic success.
• Leaders ensure that each project drives high value.
• Next-generation leaders design balanced solutions for providing preferred experiences to customers.
• The next-generation contact center directly contributes to the vision and strategy of the organization it supports.
• Next-generation contact centers are organized for success.
• Next-generation contact centers align multiple locations and channels to ensure a seamless customer experience.
• The next-generation contact center incorporates customer feedback into the design of its customer-facing processes.
• Next-generation contact centers treat outsource partners as extensions of their virtual organizations.
• Next-generation contact centers share success with front-line employees.
• The next-generation contact center is fully integrated with the rest of the organization.
• Change management is a core competency of the next-generation contact center.
• Next-generation contact centers have comprehensive methodologies for quality assurance.
• The next-generation contact center measures what matters.

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