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Running a call center efficiently while meeting customer expectations is a challenge that many organizations have not been able to meet - just think about ones own experience as a consumer. Some organizations fail to get even the basics right. Most are far from turning their call centers into strategic assets, missing opportunities to foster customer relationships and drive incremental revenue. But it doesn't have to be that way. Leading companies have shown how to run call centers efficiently and provide excellent customer service. To make the most of every call and operate the call center at reasonable cost, it is important to understand the economics of call centers and the need to carefully balance efficiency and effectiveness.
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