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Call centers the new corporate battleground e crm

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Unformatted text preview: ormance Index The Impact of an Outbound Contact Management System on Agent Productivity The New Virtual Paradigm of CRM The Use of Symbols to Capture Caller Data Call Center Assessment Customer Touch Points • • • • • • • • • • • • What is a CRM-Interaction Center Customer Lifetime Value Calculator International Benchmarking Planning your Benchmark Study The Tonchev Performance Index for Call Center Best Practices The Technology of Self Service Self Service Solutions ROI Calculations for e-Business Improvement Initiatives Multi-Channel Integration Calculating the Value of Performance Gaps Customer Service Call Centers – “The New Corporate Battleground” e-CRM Rules CD-ROMs / VIDEOS • • Dr. Jon LIVE Presentation Toolkit Please take a few minutes to visit our online bookstore and explore all of the resources we have to offer at www.BenchmarkPortal.com © Copyright 2005 BenchmarkPortal, Inc. 174 This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. BENCHMARKPORTAL’S PRODUCTS AND SERVICES LISTING To further our mission of providing contact center leaders with the tools they need to improve the efficiency and effectiveness of their contact centers, we offer the following products and services. Copyright © 175 2005 BenchmarkPortal, Inc. This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. Services and Products Listing 1. RealityCheck™ RealityCheck™ is a free Web-based tool that allows contact centers to assess the effectiveness and efficiency of their current contact center performance as compared to those in the same industry. RealityCheck™ includes a Balanced Performance Matrix, which plots your efficiency and effectiveness against your industry peers. Call quantity (efficiency) is plotted on the xaxis. Call quality (effectiveness) is plotted on the y-axis; combined, these provide you with a high-level view of your call center performance. Call centers that are able to optimize customer-centric results, while containing costs are “Call Centers of Excellence;” these are centers positioned in the most desirable upperright quadrant. Recommended for: All contact centers. Centers that do not have sufficient analytical staff are encouraged, but not required, to use a Purdue-certified consultant (see Web site) to help them with data gathering and report interpretation. Centers with their own analytical staff should consider sending their spet to us for training in the proper use of our benchmarking reports. To access RealityCheck™, go to www.BenchmarkPortal.com and click on the RealityCheck™ logo or for more information call 805.614.0123 Ext. 77. Copyright © 177 2005 BenchmarkPortal, Inc. This report is for internal Aspect use only. Distribution of this Report outside of Asp...
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