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BASF: High Performance Contact Center Roadmap

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Executive Summary

BASF is the world's leading chemical company. Their vast product line comprises high-value-added chemicals, plastics, colorants and pigments, dispersions, automotive and industrial coatings, crop-protection agents, fine chemicals, oil and gas. CSC was engaged to assist BASF in designing and developing a High Performance Contact Center Roadmap, Order Entry & Materials Management NAFTA Call Center Consolidation and enhanced utilization of SAP capabilities using 'Customer Interaction Center' to manage the operation. CSC completed the assessment, discovery and design phases of work and delivered the HPCC Roadmap, Technology & Operational Plan to consolidate 14 centers into 1 Virtual Call Center.

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