Best Practices in Inbound Customer Service Operations

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Source: Alcatel

Date: January 2008

Type: White Paper

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Overview: Despite advancements in inbound calling contact center capabilities, the growth of the stature of contact centers, and the billions of dollars that have been spent on CRM and contact center technologies, the vast majority of contact centers are still viewed by corporate management as cost centers that during lean economic times are targets for cost cutting. This paper demonstrates that good management practices combined with the best technology can lead to Best Practices and real results.

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