Customer Experience Management in Contact Center / Alkan Aksu
VerfasserAksu, Alkan
Betreuer / BetreuerinDolecek, Alfred
ErschienenWien, 20.11.2016
UmfangVIII, 119 Seiten : Illustrationen
HochschulschriftFachhochschule des BFI Wien, Masterarbeit, 2016
URNurn:nbn:at:at-fhbfiw:1-1623 Persistent Identifier (URN)
 Das Werk ist frei verfügbar
Customer Experience Management in Contact Center [1.09 mb]
Zusammenfassung (Englisch)

This master thesis entitled „Customer Experience Management in Contact Center deals with the strategy, implementation, methodology and tools of customer experience management in companies, but also in tailored form in contact centers. The introduction and the literature research will show deep insight in existing customer experience management knowledge. After these parts of the master thesis the reader will get a solid basis and understanding in customer experience management. The author will hypothesize several statements based on the used literature. Afterwards the hypothesis and the research questions will be checked and answered by experts via research interviews. The goal is to find the common attributes of customer experience management, the measurement methods and the so called customer touchpoints in contact center. As outcome of the master thesis it can be stated, that customer experience management in contact center is characterized and effected by employees, processes, offers and the agreed budget. The customer touchpoints are in bilateral direct and indirect communication. These are available on every offered channel, among others telephone, e-mail, chat, social media, blogs and websites. Contact center have several customer experience measurements, especially regarding the employee performance and pre-defined project KPIs, which will be explained in detail within this master thesis.