Call Centers Make or Break Relationships

Tribue, Edmund V.
April 2007
Bank Technology News;Apr2007, Vol. 20 Issue 4, p38
Trade Publication
The article reports that call centers affect the overall performance of banks in the United States. Bank executives need to realize that service centers have become a crucial arena for managing customers' overall experience. Achievement of first-call resolution of any customer inquiry should be the goal for any call center operation.


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