Business

CUSTOMER COMMUNICATION MANAGEMENT (CCM) IS A FORM OF BUSINESS abut MANAGEMENT FOCUSED ON CUTTING COSTS WHILE upward(a) THE CUSTOMER EXPERIENCE. Page 4 Call centers field incoming customer calls and emails, and manage the resulting interactive and on-demand correspondence. Commercial customers tend to be ball-shaped organizations with greater complexity underlying their business, compounding the potential issues and opportunities. Whats at Stake When financial institutions fail to get it right, the cost is high. make an error-ridden letter. It sets off a chain reaction that reverberates throughout the organization. It has the power to screw up and alienate customers; consume significant resources; breach compliance issues and ready unfunded liabilities; result in inefficient customer service; and game relationships. Unclear or wide of the mark information on statements can make customers to call for clarification. What could be a simple single-call resolution ignites an extended exchange. The CSRs, oftentimes hamstrung by technology limitations, display little understanding of, or ability to resolve, customers unique situations because they possess inaccurate or incomplete information. The CSRs post-call follow-up often includes letters that exacerbate the problem.

Thats because the primary method for those letters lacks quality control, resulting in confusing or inaccurate documents. CSRs work between Microsoft Word and their arcane, inflexible legacy systems to create the letters. Thousands of errant letter templates are often created in Word, making it difficult for CSRs to chance upon the right letter. They often have hundreds of paragraphs from which to choose, and then cut and banquet into their green screens. The follow-up letters spark additional inquiries because they dont make sense or are irrelevant to the issue at hand. Its an expensive customer service challenge as each call drives up the cost to resolve the... If you want to get a full essay, order it on our website: Ordercustompaper.com

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