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Building a World-Class Call Center: Performance Metrics, Operations, Structures and Trends at Consumer/OTC Companies

by on Nov 25, 2013

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Contact centers must focus on how to meet the needs of customers who are increasingly mobile, increasingly connected, and increasingly impatient with slow service. The need to support a growing ...

Contact centers must focus on how to meet the needs of customers who are increasingly mobile, increasingly connected, and increasingly impatient with slow service. The need to support a growing variety of customer interaction channels and tools is driving call centers to modernize their technology and expand connectivity options.

Best Practices, LLC conducted this benchmarking study to identify performance benchmarks for the size, cost, service delivery efficiency, structure, leadership, processes, technology, and operations of call center organizations for consumers/ OTC companies within pharmaceutical and related industries.

The study also provides participants with current metrics for call center performance in the pharmaceutical, medical device, biotech, diagnostics, consumer health, and consumer packaged goods industries.

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Building a World-Class Call Center: Performance Metrics, Operations, Structures and Trends at Consumer/OTC Companies Building a World-Class Call Center: Performance Metrics, Operations, Structures and Trends at Consumer/OTC Companies Presentation Transcript