The Customer Care Workforce: Driving More Profitable Customer Interactions

Companies now recognise that improving the performance of their customer care workforces plays a critical role in creating more profitable customers. In this paper, excerpted from the third volume in the “Defying the Limits” book series sponsored by Accenture and published by Montgomery Research, Inc., the authors discuss the steps companies should take to transform their customer care workforces, with significant potential impacts on the bottom line.