Best Practices In Inbound Customer Service White Paper
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Genesys has undertaken the ongoing study of Best Practices in the Contact Center. This first report has reviewed practices that particularly enhance the operation of inbound customer service operations. The difference is very large between best practice operations and those that are poorly managed. This difference is not only measured by improved financial and service performance, but also in the level of loyalty displayed by customers and employees. This report dispels the myth that customer satisfaction does not have to be sacrificed to achieve efficient operations.
Further studies will be published throughout the year, including studies of Help Desk/Employee Resource Management centers, telemarketing and collections closed-loop inbound/outbound management, and deeper investigations into single customer operations for Best Practice in-depth studies.