| Publisher | Cincom Systems | ||
|---|---|---|---|
| Format | PDF, requires Acrobat Rdr 5 | Date added | 27 Jan 2004 |
| Topics | Call Center - Contact | ||
| Downloads | 204 | ||
The organisation with a sophisticated customer focus which is seeking to be more competitive finds that the call centre has a lot to offer. However, productivity and return-on-investment curves have flattened for call centres operating as 'islands of automation', distinct from other business systems in the organisation. This is a situation where the sum of the parts can be greater than the whole, and workflow technology is the catalyst helping to bring this about.
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