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Keywords: Global Contact Center
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Journal Articles
Jan vom Brocke, Theresa Schmiedel, Alexander Simons, Alexander M. Schmid, Martin Petry, Christoph Baeck
Journal:
Business Process Management Journal
Business Process Management Journal (2016) 22 (3): 594–613.
Published: 06 June 2016
... of the company’s customer service processes and infrastructures. The authors highlight 12 lessons learned from the transformation, which Hilti referred to as the Global Contact Center (GCC) program. Design/methodology/approach – The authors analyze Hilti’s GCC program based on first-hand experience. Hilti...
