Best Practices: The Path to a Black Belt in Customer Service
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Overview: In this age, it is important for companies to focus on their customer service operations and undertake a program of improvement, much like undertaking the practice of a martial art. The study and implementation of Best Practices provides a good guide for the path. Like any practice, there is no final destination in this journey. It is a journey of continuous improvement in the service of customers. Well-run contact centers balance operations between the goals of efficiency and service quality, and so produce satisfied customers. Many managers of contact centers improve operations through studying, then implementing best practices.