| Publisher | Jacada | ||
|---|---|---|---|
| Format | 619.5KB PDF | Date added | 31 Mar 2005 |
| Topics | ROI - TCO, Customer Support Services | ||
| Downloads | 12 | ||
The quality of customer service often suffers as contact center managers and agents struggle to fulfill the misguided expectations of upper management while falling short on what should be their most important and only goal: satisfying customer needs. So what function should the next generation contact center serve in the organization, and how can technology for integrating processes increase productivity, enhance customer value, and ultimately play a strategic revenue-generating role in the organization? This white paper discusses the evolution of the call center to a multi-channel contact center, identifies key challenges of contact center management, and presents recommendations on how contact centers can successfully align with corporate goals and provide value to the customer.
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