The Mtel consultants and service managers are closely involved with the development contact centers are making on their way to distinctive customer contact. A by now well-known road which starts at a hunt group within a switchboard an ends with proactively informing customers via e-mail, text and social media through an omnichannel strategy. Mtel has summarised its experiences with hundreds of companies in the customer contact model. How far along are you with setting up and managing your customer contact process?
After reading the white paper, you will know:
- You will know within one hour where you are and what steps you can take
- Which parts of the process are relevant for improvements?
- How other organisations managed this