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1. Introduction
2. Background and outline
3. The creation of the demand delta
4. What is customer experience?
5. Best practice in customer experience
6. The emerging challenges of customer contact
7. Mass production: the 'call factory' characteristics
8. Mass production: the "cat in the box" dilemma
9. A brief history of the call centre
10. The steps to future success
11. Mass customisation: a personalised relationship
12. Mass customisation: characteristics
13. Adaptive customer experience
14. Mass production vs. mass customisation: results
15. Mass customisation: why isn't everyone doing it?
16. The networked expert model
17. Extending the networked expert concept
18. Networked experts are everywhere
19. Tapping the wisdom of crowds: Hubbub
20. Change or die!
21. 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

Links

Series:

• Contact Center Management

Categories:

• Management, Leadership & Organisation

Talk Citation

Publication History

• Published on January 28, 2009