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Given the demands of balancing customer needs with company economics, it's important to hire to an appropriate standard for the high volume demands of a contact center. Moreover, it is not necessarily safe to think that, just because existing staff members have a particular title, they necessarily have the optimal skill sets - or are in the right job. Sales and service positions, while overlapping in many respects, require different dimensions in terms of fluidly being able to foster strong sales, resolve customer concerns and retain brand equity, while working within optimal economics for the contact center.
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