CHAPTER 9: CALL CENTRE FUNCTIONALITY
The second level of service is called the call centre functionality of the USD. The characteristic feature of this level is that there is no physical customer contact, and this functionality does not have to be located at the same location where the service page is offered, or where the desk is located. Contact, for example, takes place via telephone, email or chat.
After reading this chapter, the reader will gain insight into what is necessary for the design of the call centre functionality, the second level of service in the USD.
9.1 Contact options on the second level
The call centre functionality of the USD is the second level of service. This concerns the customer contact channels such as telephone, email ...
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