Abstract: A method and service for handling incoming customer calls. The invention uses an Access Point Model (APM) that includes an inventory of access entry points for voice, text, and/or web communication from a customer; a process network that lists the names and roles of customer contacts within the enterprise; an APM diagram of optimized pathways to be taken by particular incoming customer calls; rules for the customer contacts to follow when handling the incoming customer calls; and a synchronization of the customer calls with back-end processes within the enterprise that are responsive to instructions from the customer contacts.

Abstract: A call center is operated to increase customer satisfaction and reduce costs by resolving requests during a first access. Common most frequently asked questions are identified and categorized into request and sub-request types. A request is received from a caller and handled by a call center agent via a referral. The referral may be to a web site URL. The request is logged into a tracking tool according to a first access resolution criteria. Periodically the data entered into the log is analyzed to determine first access resolution results by request and sub-request type. For those types having low first access resolution scores, the content of the corresponding web site URL is enhanced.

Abstract: A method and service for handling incoming customer calls. The invention uses an Access Point Model (APM) that includes an inventory of access entry points for voice, text, and/or web communication from a customer; a process network that lists the names and roles of customer contacts within the enterprise; an APM diagram of optimized pathways to be taken by particular incoming customer calls; rules for the customer contacts to follow when handling the incoming customer calls; and a synchronization of the customer calls with back-end processes within the enterprise that are responsive to instructions from the customer contacts.

Abstract: A call center provides content on web sites for customer self-service. During a call to the call center, transaction data is captured in a knowledgebase tool. Periodically, a gap analysis is performed on the captured data to determine why the customer did not use self-service. Customer surveys including a value management survey are gathered. The gap analysis and surveys are provided to web content owners to create improved content. Subsequent transaction data is analyzed to measure improvements in customer satisfaction and use of self-service web sites.

Abstract: A call center is operated to increase customer satisfaction and reduce costs by resolving requests during a first access. Common most frequently asked questions are identified and Categorized into request and sub-request types. A request is received from a caller and handled by a call center agent via a referral. The referral may be to a web site URL. The request is logged into a tracking tool according to a first access resolution criteria. Periodically the data entered into the log is analyzed to determine first access resolution results by request and sub-request type. For those types having low first access resolution scores, the content of the corresponding web site URL is enhanced.