| Publisher | InStranet | ||
|---|---|---|---|
| Format | 142.0KB PDF | Date added | 15 Dec 2003 |
| Topics | Best Practices, Customer Support Services | ||
| Downloads | 26 | ||
With increased pressure to remain competitive and cut costs while providing premium customer service, companies are expecting more every day from their call center operations. Now, a new wave of technology is emerging including advancements such as voice over IP, virtual agents, performance management, web collaboration and analytics. But there is also a significant opportunity today around agent productivity and the efficient management of knowledge and information needed to do their jobs. As a call center manager facing ever-increasing pressure to do more with less, the best alternative is often to automate using second-generation knowledge-based applications. It's with this premise, the exciting new opportunity to optimize the call center operation using knowledge-based applications, that InStranet presents this best practices paper as a starting point.
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