Customer Contact Services - Case Studies. Roger Carter, Managing Partner Tourism Enterprise and Management (TEAM) Presentation prepared for TMI Summer Debate 6 July 2004. The Brief.
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Roger Carter, Managing Partner
Tourism Enterprise and Management (TEAM)
Presentation prepared for TMI Summer Debate
6 July 2004
“An overview of some of the many customer contact and TIC reviews happening around the UK, and best practice from the UK and overseas”
[This work was a small add-on to the work that TEAM undertook for VB on the Customer Contact Services Strategy concepts and options. It is based on material available on the Web, supported by telephone interviews, where possible – no site visits, alas!]
Given the variety of DMOs examined within these case studies, drawing definitive conclusions in terms of approaches is relatively difficult. However, a number of general points can be made in relation to key concepts.