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Philip Everest says staff motivation has to be completely re-thought if call centres are going to add business value.
From call to contact centre
- Part 1 | Part 2
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Philip Everest: the contact centre is
at the heart of the customers experience
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Call centres have always considered themselves ‘customer-centric’,
despite a focus on internal efficiency performance measures
such as call duration.
But if customer contact centres are to add value in the battle
to grow and retain customers, then a new set of criteria for
success are needed.
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Consultants' Advisory 2005
Copyright © 2005 |
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