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Printable Handouts
Navigable Slide Index
- Introduction
- Background and outline
- The creation of the demand delta
- What is customer experience?
- Best practice in customer experience
- The emerging challenges of customer contact
- Mass production: the 'call factory' characteristics
- Mass production: the "cat in the box" dilemma
- A brief history of the call centre
- The steps to future success
- Mass customisation: a personalised relationship
- Mass customisation: characteristics
- Adaptive customer experience
- Mass production vs. mass customisation: results
- Mass customisation: why isn't everyone doing it?
- The networked expert model
- Extending the networked expert concept
- Networked experts are everywhere
- Tapping the wisdom of crowds: Hubbub
- Change or die!
- Thank you
Topics Covered
- Contact centers
- Why they need to change
- Moving from simple call processing to adding value and adapting customer experience
- Moving from a centralized model to a networked expert model
- Learning directly from customers
- The impact of Web 2.0
Talk Citation
Millard, N. (2009, January 28). The future of the contact center advisor [Video file]. In The Business & Management Collection, Henry Stewart Talks. Retrieved November 23, 2024, from https://doi.org/10.69645/VYEN6966.Export Citation (RIS)