To be customer-centric in our CRC, here are some questions we need to answer for ourselves:

  • Do we need to do things differently?
  • What is the new prescription for the customer experience?
  • How do we operationalize this new view?
  • How do we get it done?

 

IBM_The_Customer_Focused_Contact_Center_WP_BCW00266_USEN_00F