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In reality, for all the talk of customer relationship management over the last 10 years, almost all contact centers are still considered cost centers. But when you consider them as cost centers, it's extremely difficult to fund the enabling technologies that keep them innovative, to improve processes that maximize effectiveness and to maintain a work environment that helps them hire and retain accomplished employees. They struggle to do what should be strategic: supporting customers with superior service that keeps them coming back again and again and ultimately turns them into company ambassadors.
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