Integrating Sales With Service in Financial Services Customer Care Centers
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Overview: Over the past decade, companies in multiple industries have come to see Customer Care Centers (CCCs) in a new light: as critical components of their customer service and distribution strategies. As financial services firms seek greater value from their CCCs, the necessity of integrating sales and service has seen the light of day. When firms choose from various CCC solutions that leverage both people and technology, striking that balance among often-competing business directives is the key to profitably integrating sales with service.