CPW Quality Management Approach
The Contact Centre As The Customer Insight Hub? A Perfect Source Of Customer Data Would - Have Reliable, Represent The Voice of Constant Data Capture the Customer Be Collected In A Come From Direct Capture The Good, The Controlled Customer Interaction Bad and the Ugly Environment Be Cross Channel & Contain A Significant Cross Functional Volume Of Data Contact Centres Are One Of The Few Places That Have The Potential To Deliver All Of These
Quality Management - Creating The Insight Hub Quality Cross Cross Social Monitoring Function Channel Speech Network Insight Analytics Insight All Brand Channels Insight Marketing Purchase Data History QM Scores IVR, CRM Footfall & Contact Dialler History Data Customer Sat Survey Transactional Quality Tactical Quality Transformational Management Management Quality Management
Quality Management – Levels of Quality Insight Transactional Quality Management Transaction Individual Data Continuously Short Team Reactive Specific Sources Reinforced Tactical Quality Management Some Data Source Policy & Process Single Channel Med Term Reactive Dependency Change Transformational Quality Management Data Source Multi-Channel Long Term Cultural Change Cross Functional Matrix
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