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If companies want to remain competitive, then their contact centers have to go beyond cost savings and become revenue contributors. Gone are the days where the contact center was a cost center to be managed solely for efficiency. Successful businesses recognize the potential the contact center has to build customer loyalty, win new customers, and increase revenue. And in addition to the traditional goal of keeping costs down, these companies are setting new goals, putting new practices in place, and investing in new technology that takes them beyond workforce management to workforce productivity.
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