The Company As Contact Center

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Source: Nortel

Date: March 2008

Type: White Paper

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Overview: Nortel features the notion of the company as a contact center in this presentation, emphasizing customer centricity. Contact centers were designed to create efficient and effective customer interactions. Corporate culture can redefine the implicit purpose of a contact center as "blocking and tackling." As a result, the customer becomes isolated from the expert knowledge of the employee community. Nortel discusses the value of the contact center.

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