Customer Centricity White Paper Released April 15, 2009
Envision Telephony, Inc., released "Customer Centricity—Why Now More Than Ever," a new white paper authored by Dick Bucci, a senior consultant for The PELORUS Group who specializes in contact center technologies. In the paper, Bucci explains what customer centricity is, and what role contact centers play in demonstrating, driving, and owning this metric. He also outlines the core processes and technologies required for building customer-centric contact centers and organizations.
In addition, Bucci delves into how organizations can make customer centricity into a well-defined and measurable key objective that can be tracked and analyzed, as a line item on the corporate balance sheet.
Bucci details the steps contact centers can take to ensure delivering memorable customer experiences is a focal point for the enterprise, including:
• Understanding the economics of customer relationships.
• Taking the pulse of your customers.
• Using metrics that cut to the heart of the customer experience.
• Eliminating policies and practices that lead to dissatisfaction.
• Empowering employees to handle exceptions and uncommon situations.
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