Date Published: July 24, 2019 - Last Updated 3 Years, 19 Days, 20 Hours ago
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.