TITLE

Culture and Skills: The Right Route

AUTHOR(S)
Jacobs, Ian
PUB. DATE
August 2006
SOURCE
CRM Magazine;Aug2006, Vol. 10 Issue 8, p20
SOURCE TYPE
Trade Publication
DOC. TYPE
Article
ABSTRACT
The article emphasizes the disadvantage of sending customer service queries to employees who are not trained in customer care. Vendors of contact routing tools are keeping track of potential benefits of a customer service query, bypassing contact center agents and routing it to a knowledge worker or domain expert. Unskilled employees are detrimental to customer relationship management. It provides an example that should be a starting point for system in package-driven contact routing.
ACCESSION #
21851082

 

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