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Printable Handouts
Navigable Slide Index
- Introduction
- Agenda - what's changing and why?
- Didn't we do well?
- Increased self service
- From transaction to value
- Increased value placed on contact
- Currently in transition state
- Obsession with call duration
- Wallboard and "motivation" stats
- SLAs and other targets
- Customer relationship management
- Call routing
- Alternatives to TouchTone hell
- Customer segmentation
- Scripting
- Other dangerous concepts in contact centers
- Business trends
- Corporative social responsibility - CSR (1)
- Corporative social responsibility - CSR (2)
- Corporative social responsibility - CSR (3)
- Mergers and acquisitions - aggressive
- Focus in harder economic times
- Technology within the contact centre
- Mobile usage and fixed/mobile convergence
- Convergence in the home
- Web 2.1
- Summary and contact details
Topics Covered
- What is changing and why
- From transaction to value
- Obsession with call duration
- SLAs and other targets
- Call routing
- Scripting
- Business trends
- Technology within the contact center
- Convergence
- Web 2.0
Talk Citation
Grig, R. (2009, July 30). Competitive contact in the future [Video file]. In The Business & Management Collection, Henry Stewart Talks. Retrieved August 31, 2024, from https://doi.org/10.69645/TRPH1725.Export Citation (RIS)