How BPM can boost staff productivity: mobile phone retailer Carphone Warehouse claims its customer satisfaction ratings rose dramatically after investing in business process management software to help staff deal with sales, queries and complaints

Authors :: Goodwin, Bill
Source :: Computer Weekly. August 2, 2011, 6
Publication Year :: 2011
Abstract: Carphone Warehouse, which had a turnover of 3.5bn [pounds sterling] last year, has rolled out business process management (BPM) software to 850 stores and three call centres in the UK, [...]

Subjects :: Call centers
Cellular telephones -- Evaluation
Business performance management
Customer satisfaction
Company business management
Wireless telephone
Wireless voice/data device
Computers and office automation industries

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