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Contact centers that consistently get the best results view the operation as a total process. This viewpoint takes many forms:
The days of the contact center existing as an island unto itself — “That’s our customer contact center, and they handle sales and customer service” — are gone. The reality is that the contact center is an important part of a much bigger process.
Excerpt from Call Center Management on Fast Forward, Brad Cleveland.
This blog post is part of a series on the 12 Characteristics of the Best
Managed Contact Centers. Read parts one, two, three, four, five, and six. To learn more, join Brad for session 103 at ICMI Contact Center Connections, October 28-30 in Chicago.
Brad is an author, speaker and consultant and his clients have included many of today’s service leaders – American Express, Apple, USAA, Google and others. He has worked across 45 states and in 60 countries, and has advised governments in the United States, Australia, and Canada. Brad was a founding partner in and former CEO of the International Customer Management Institute (ICMI). His book, Call Center Management on Fast Forward, is recipient of an Amazon.com best-selling award. Contact info: www.bradcleveland.com
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