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Driving Value through Excellent Customer Engagement

Customer operations


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For most businesses, effective interaction with customers is vital for strong financial performance. Effective customer interaction can add measurable shareholder value and strengthen a company's competitive position. By the same token, ineffective customer operations can lead to escalating operating costs and customer dissatisfaction which can damage a company's shareholder value and reputation.

Deloitte's Customer Operations practice helps companies develop, implement and operationalize multichannel customer interaction capabilities for both external and internal customer-facing operations. Our team includes a mix of people with strategy, operations, technology and industry experience who have either managed high-performance contact centers or consulted in them extensively. These backgrounds help us understand the nuances, demands and requirement specific to customer operations, contact centers and other customer interaction points.

Featured insights

2013 Global contact center survey
This year's survey drew insights from over 560 contact centers to identify key insights on contact center hot topics.


As used in this document, “Deloitte” means Deloitte Consulting LLP, a subsidiary of Deloitte LLP. Please see www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries.

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