HealthPlanHealthCare_Aspect

Signed by dr jon anton105 figure 50 peer group

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Unformatted text preview: nton...............105 Figure 50. Peer Group Performance Matrix .......................................................................113 Figure 51. Balanced Scorecard .........................................................................................114 Figure 52. Inbound Performance Comparisons .................................................................115 Figure 52. Peer Group Ranking Report .............................................................................116 Copyright © iii 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. A cknowledgements I want to thank the thousands of participating call center managers that help keep our database current and compelling. I also want to acknowledge the hundreds of call center solution vendors that sponsor our benchmark research at Purdue University. Dr Jon Anton Center For Customer-Driven Quality Purdue University Copyright © v 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. CHAPTER 1: INTRODUCTION Copyright © 1 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. Chapter 1: Introduction The Importance of Benchmark Research Over the past few years, companies in most industries have migrated their low-tech call centers from back office support to the front-line of their enterprise. In this migration, call centers have become e-business contact centers, and have been outfitted with the latest in high-tech hardware and software for both voice and data applications. In addition, the focus has shifted from a singular point-of-contact via telephone calls to multiple points of customer access, including e-mail, fax-mail, kiosk, and the Internet. The evolution and integration of these electronic customer “touch-points” is continuing to accelerate, augmented by high-technology speech and data solutions that automate the contact handling process, which are transforming the customer contact experience. Driving e-business contact center development is the growing awareness that managing customer relationships is a key driver of bottom-line profits. Today’s customers greatly value timely accessibility to information. In fact, the vision of the customer e-business center of the future is to allow customers access to information: • • • • at any time from anywhere in any form, and for free. This ease of customer access is fast emerging as a critical element of global business strategy. In the not-too-di...
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