In recession, the challenge is to eliminate waste and cut costs while improving customer relationships and growing market share - so how are others doing this? First contact resolution, customer feedback & waste reduction are like gold, but how do we gain insight that genuinely drives improvement? Priorities include:
- How new technologies are integrated into working practices ('business as usual') - working with suppliers and users in areas such as speech analytics, process engineering, self service and performance management
- New research/case studies will look at root cause analysis, planning the customer journey, measuring success and re-engineering processes to improve customer experience and avoid unnecessary re-work
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