TITLE

The End of Call Centers?

AUTHOR(S)
Pombriant, Denis
PUB. DATE
December 2006
SOURCE
CRM Magazine;Dec2006, Vol. 10 Issue 12, p18
SOURCE TYPE
Trade Publication
DOC. TYPE
Article
ABSTRACT
The article focuses on the conflict between the workforce management group and adherence group in on-demand call center infrastructures. It discusses how on-demand call centers are changing the technology that call centers are bringing to people. On-demand call centers can manage costs at the same time produce profits. Management group might concentrate on enhancing satisfaction and need development, while adherence group might concentrate on sales and quality improvement.
ACCESSION #
23337330

 

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