Customer Service Best Practices
Best Practices, LLC has conducted extensive research in the field of Customer Service. Browse through and sample our published Customer Service research in the topics below:
| |  | Transforming Contact Centers into High-Performing Sales Channels: Building Service that Sustains Sales
Economic, competitive and regulatory pressures have companies investigating new measures that will protect and expand customer relationships and cost-efficiently expand sales efforts. Transforming Contact Centers into High-Performing Sales Channels: Building Service that Sustains Sales will help you develop your contact center service representatives for sales excellence.
This Best Practices®, LLC report offers a unique opportunity to see how top companies such as Bank of America, Citigroup, Dell Computer, IBM, Lands’ End and Medtronic drive sales, increase customer loyalty and expand customer relationships by enabling service representatives to cross-sell and up-sell.
Call Center Excellence: Customer & Performance Management
The primary objective of all call centers is to provide impeccable customer service, often for organizations that support and manage a huge number of products and services. Most companies find the task of providing enhanced customer service along with order management and technical support for a large and diverse number of items extremely difficult. Best Practices, LLC launched this timely study to help companies overcome this critical knowledge management challenge.
This benchmarking research study probes critical call center systems that support productivity, effectiveness, service, and execution excellence to help companies better serve these products and manage key customer groups. Specifically, this research focuses on the following key areas:
Call center models and structures
Key operational efficiency metrics
Knowledge systems, applications and management
Complaint resolution management
Differentiated service level for elite customer groups
Managing World-Class Call Centers: Site Visit Findings
Our most comprehensive call center report! Improve processes, performance measurement, and human resource management to transform your call center into a world-class customer service tool. If you've ever wondered how companies like Federal Express, L.L. Bean and Fidelity Investments maintain exceptional levels of customer satisfaction, this report is for you. Focusing on customer service integration from call center development to employee training, this Best Practices Benchmarking® Report examines the key processes and management philosophies that have allowed these companies to succeed.
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