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Contact centers have enormous potential to provide other business units with valuable insight and support. This can include input on customers, products, services and processes—information that, when captured and used, can transform an organization's ability to innovate, meet customer expectations, and provide great experiences.
The benefits to the broader organization can be significant and varied. Consider the value to functional areas (and the potential return on investment) when the contact center:
Sales and Marketing
Research and Development (R&D)/Design
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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