A New Opportunity for Call Centres

In association with
21st Apr 2006

Call centres have become a major industry on their own, where they are outsourced, as well as a major element of business CRM strategy. While many firms are still trying to minimise their use through promoting cheaper, though often customer-frustrating automated phone systems and self-service websites, a number have recognised the full value of call centers and customers’ ability to speak to a human being, so have re-arranged their mix of customer service methods.

By Scott MacStravic, Ph.D.

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