Week 6
Rejoice! We have arrived safely at the final week of the module.
There will be opportunities here to look at significant factors in service quality and how it relates to what is provided by a range of different organisations and customer contact centres.
Rejoice! We have arrived safely at the final week of the module.
There will be opportunities here to look at significant factors in service quality and how it relates to what is provided by a range of different organisations and customer contact centres.
Service quality in customer contact centres
Excellent service is a major source of competitive advantage in the customer contact centre industry; indeed, any organisation that fails to provide excellent levels of service quality is unlikely to survive long in a very competitive market.
You will have opportunities to look at some of the tools and techniques for identifying and measuring service quality, including an opportunity to make some recommendations for improvement in your organisation or the part of it where you yourself work.
Excellent service is a major source of competitive advantage in the customer contact centre industry; indeed, any organisation that fails to provide excellent levels of service quality is unlikely to survive long in a very competitive market.
You will have opportunities to look at some of the tools and techniques for identifying and measuring service quality, including an opportunity to make some recommendations for improvement in your organisation or the part of it where you yourself work.
Industry bodies
We conclude the week, and the module, with a brief look at some of the organisations that can be sources of further information about services, events and activities in the customer contact centre industry.
We conclude the week, and the module, with a brief look at some of the organisations that can be sources of further information about services, events and activities in the customer contact centre industry.