Introduction
The content of this section is taken more or less directly from the validated University document.
This module will introduce participants to the industry, providing one of the building blocks towards a career development path beyond the front line agent role. Understanding the customer contact industry and how it fits into the wider business environment is an essential grounding.
This module introduces students to the reality of the customer contact industry by relating his or her organisation to the overall environment in which they operate. The environment can be interpreted from a number of perspectives, an exploration of how the industry originated; its history and structure; and the ever-changing micro and macro environments in which it operates.
Aims
To enable students to:
The content of this section is taken more or less directly from the validated University document.
This module will introduce participants to the industry, providing one of the building blocks towards a career development path beyond the front line agent role. Understanding the customer contact industry and how it fits into the wider business environment is an essential grounding.
This module introduces students to the reality of the customer contact industry by relating his or her organisation to the overall environment in which they operate. The environment can be interpreted from a number of perspectives, an exploration of how the industry originated; its history and structure; and the ever-changing micro and macro environments in which it operates.
Aims
To enable students to:
- Understand what constitutes a customer contact organisation and the environment in which it operates
- Reflect on the dynamic factors that have impacted on the industry evolution and growth
- Appraise frameworks for analysing the marketing environment
- Appreciate different types of customers and the importance of service quality
- Recognise the factors that have driven customer contact industry growth and possible drivers for the future.