customer care the Logging of contacts.pptx

how to log contacts

1. 1 CCA Logging customer contacts There is a major challenge in setting-up this new approach to support and ensuring everyone applies it WHO HOW WHY WHEN AGENT Customer name Segment Location Request arrival Ticket creation Ticket update Ticket closing Ticket reopening Product Issue (service, invoice , holiday , …) Phone Mail (EW?) other CS Agent name FTR MTR PER DIMENSION (customer segment, product line, Workload employee, communication channel , region / location , …) RCA Resolution quality Performance/dept