Benchmarking typical customer care processes


Conference: Metering, Billing, CRM/CIS Europe 2005.
Location: Barcelona
Presenter: Klemens Gutmann
Abstract: In this paper Gutmann analysis the operations and mechanics of transforming customer care processes into efficient tasks. In particular he focusses on present trends, time efficiency, error efficiency, output and training efficiency, reasons for production deficits and solutions to curb this problem.