Realizing Competitive Advantages With Contact Center Professional Services
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Overview: A key element in the customer service arsenal of many major corporations is their call-centers. While these units have been an essential part of serving customers for a long time, they have often been part of the problem rather than an effective solution for customer dissatisfaction. In their haste to build low-cost call-centers worldwide, many of these operations have become inefficient and impersonal, aggravating customers rather than satisfying their needs. The rapid evolution of Internet Protocol (IP) telephony products and services is making it possible for companies to fundamentally change how call-centers operate and improve customer satisfaction.