Week 3
In the third week we are going to look at how what actually happens in a customer contact centre can have an significant impact on how it is structured and on the culture adopted by those who work in it.
In the third week we are going to look at how what actually happens in a customer contact centre can have an significant impact on how it is structured and on the culture adopted by those who work in it.
Key activities
So what exactly goes on in our customer contact centre, such as the organisation were you yourself work?
We will explore some of the business activities found in many (though not necessarily every) contact centre, drawing attention to the diversity of different organisations and the scale of their activities.
So what exactly goes on in our customer contact centre, such as the organisation were you yourself work?
We will explore some of the business activities found in many (though not necessarily every) contact centre, drawing attention to the diversity of different organisations and the scale of their activities.
Organisational structure
We will consider different ways in which organisations structure their different departments and the work done by different teams, depending on the nature of the market that they seek to serve.
We will consider different ways in which organisations structure their different departments and the work done by different teams, depending on the nature of the market that they seek to serve.
Organisational culture
We will also consider how similar activities may be carried out in different ways in different organisations, depending on how 'the way we do things round here' may vary from one organisation to another.
We will also consider how similar activities may be carried out in different ways in different organisations, depending on how 'the way we do things round here' may vary from one organisation to another.