CONTENT
The origins of customer service and the emergence of contact centres
The business environment
The legal environment
The marketing environment
The technology environment
Analysing the business environment
The origins of customer service and the emergence of contact centres
- The changing customer interface in service based industries
- Customer relationship hierarchies and local decision making in financial services
- The emergence of customer service as a marketing focus
- Before contact centres
- The drive to growth
- Industry structure and different types of contact centres
- The view from outside
- Government support and involvement
The business environment
- The customer contact environment defined – size, volume, value, products and services.
- Relationships between organisations in the customer contact microenvironment.
- The internal environment.
- The globalisation of the industry
- Onshore/offshore locations for customer contact operations
- The value of outsourcing/BPO
The legal environment
- The working time directive and other EU legislation
- Collective agreements
- The Varney report – public sector frameworks
- Minimum wage
The marketing environment
- Defining customer contact customers and users.
- Vertical markets
- The differing types of customer contact transactions.
- User attitudes to customer contact.
The technology environment
- Customer contact centre technology defined.
- Research, development and product design.
- Storage and distribution.
- Database marketing
- Automation and high-value work
Analysing the business environment
- Knowledge and knowledge management
- Management and Marketing Information Systems.
- Frameworks for analysing the business environment.