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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 2 | Part 1
Choosing the channel
Customers will increasingly demand the right to choose which
channels they use and what they want to buy. This is in direct
conflict with suppliers, who push customers towards the most
cost-effective channel and the products they want to sell,
to maximise the profitability of products and customers in
a single transaction.
This is a dangerous strategy given that winning, keeping
or losing a customer is a single click in time in the e-world.
Suppliers who try the patience of customers and deliver slow
or unhelpful service do so at their peril.
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Consultants' Advisory 2005
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