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Are one-to-one relationships between agents and customers a good idea?

Don Peppers and Martha Rogers EXPERT RESPONSE FROM: Don Peppers and Martha Rogers

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QUESTION POSED ON: 04 June 2008
Should customer service representatives (CSRs) be assigned to specific customers, allowing them to establish a relationship and provide more personalized service? How might this strategy impact customer profitability?


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RELATED GLOSSARY TERMS
Terms from Whatis.com − the technology online dictionary
call center agent  (SearchCRM.com)
Erlang B  (SearchCRM.com)
Erlang C  (SearchCRM.com)
inbound call  (SearchCRM.com)
inbound call center  (SearchCRM.com)
off-peak  (SearchCRM.com)
outbound call  (SearchCRM.com)
outbound call center  (SearchCRM.com)
Quality of Experience  (SearchCRM.com)
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