Call center centralization vs. decentralization analytic framework
SearchCRM.com | 10.08.2007 OPINION - Call center centralization can be cost-effective for centers of a certain size. In her latest column, Donna Fluss outlines a framework for call center managers who are considering call center consolidation.
Contact centers: Goodbye costs, hello profits
SearchCRM.com | 01.08.2007 OPINION - Within five to 10 years, contact centers will become one of the most important revenue generating departments in most enterprises. Some enterprises have begun to try to figure out how to improve their customer experience ...
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