Across the Universe

Jacobs, Ian
September 2007
CRM Magazine;Sep2007, Vol. 11 Issue 9, p10
Trade Publication
The article reports on the move of contact center managers to examine the idea of universal agents capable of handling any contact, via any channel in an effort to strike the optimal balance between reducing costs and improving customer service. To succeed with a universal agent model, every agent must have a knowledge of all the possible types of transactions that could occur in that customer interaction organization.


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