Evolution of the Call Center Audit - Benefits, How & Why

Presented by

Colin Taylor, CEO - Taylor Reach Group

About this talk

On the journey to meet your customer experience and organizational goals it is essential that you can judge where you are at as well as where you are going. A contact center audit provides that assessment, guides your journey, identifies needed corrections. The audit can become your roadmap to achieve your goals. This webinar reviews the purpose and goals of a call or contact center audit, examines the most common methods employed and provides guidance to the center operator to gauge performance, benchmark to their own centers, peer centers and best practice operators. We welcome your feedback and questions...join our discussion on the CCNG LInkedIn Group - http://www.linkedin.com/groups?gid=132018 See more of Colin’s webcasts on this topic – http://www.brighttalk.com/webcast/5131/41989 Or visit CCNG.com / Membership, look to the Member Programs section – http://www.ccng.com/i4a/pages/index.cfm?pageid=3283 The CCNG.com team!

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CCNG receives ongoing feedback from our management members in contact center and customer care about the relative hot issues they are most interested in discussing with peers. We bring these Hot Topics to you with regular webcast content provided by our members and partners. Managing your contact center operations to achieve exceptional customer care in your organization requires access to information about the technology, processes, human capital management, and peer knowledge & experiences. CCNG members share their experience and best practices in how they manage customer care in their enterprise contact center operations to improve the overall customer experience. This channel features webcast presentations by thought leaders and award-winning operations who cover the key topic areas in this increasingly changing and dynamic field.