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Dru Phelps
Owner, Value Partner,
4D-site
0 points
-In 25 years in Performance Measurement, I led projects in 300+ Customer Service Centers and provided tactical tools as an Adviser and Author.
-Currently I conduct Clinics using 4-dimensional models to optimize the Agent, Business, Caller, and Systems for ROI savings of $40,000 in 40 days.
-Currently I conduct Clinics using 4-dimensional models to optimize the Agent, Business, Caller, and Systems for ROI savings of $40,000 in 40 days.
WEB: 4D-site
My recommendation is to model an ‘ABC’ relationship. In Customer Service there are defined rules and responsibilities between the Agent, the Caller, and Business. This three-leg stool can only stand if all have their rightful roles. So let's explore the ... more