American businesses are struggling with retaining experienced customer service agents as demands and contacts increase along with higher expectations in the customer-driven economy. At the same time, the marching orders to the contact centers are to keep costs down, reduce call time, increase satisfaction rates and up-sell, that is, get customers to buy more profitable products and services...
American businesses are struggling with retaining experienced customer service agents as demands and contacts increase along with higher expectations in the customer-driven economy. At the same time, the marching orders to the contact centers are to keep costs down, reduce call time, increase satisfaction rates and up-sell, that is, get customers to buy more profitable products and services...