Improving Contact Centers Through Operational Processes
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Overview: To achieve excellence and maximize profitability, a contact center business depends upon its people to function as a single team focused on a common goal. To help their companies win additional customers and market share, they must give customers superior service while delivering measurable business value at low cost. Optimizing operational processes - in addition to customer delivery processes - helps contact centers meet these goals. This white paper describes how organizations can use this approach to achieve ""Top box"" performance in customer delight while significantly reducing costs and improving enterprise competitiveness.