How to optimise performance in a tighter budgetary regime, Datapoint Best Practice Forum
Customer Service investments are becoming harder to justify as budgets become more closely scrutinised. Therefore it makes sense to take a considered view as to where the greatest return is likely to sit. Datapoint has developed a Best Practice Forum which helps to bring into focus the key elements that drive customer service performance in a call centre.
The average budgetary cost for people is in excess of 60% of the call centre total. Therefore they are central to overall call centre optimisation. However their collective performance as measured by talk time, first-time resolution and customer satisfaction is unlikely to reflect optimal performance levels.
Please join us for this Best Practice Forum and learn how to fund new initiatives with business cases that make Procurement say yes!
Thursday, 09 October 2008
Date:
Martin Hill-Wilson, Datapoint Strategy Director
Speaker: