TITLE

Across the Universe

AUTHOR(S)
Jacobs, Ian
PUB. DATE
September 2007
SOURCE
CRM Magazine;Sep2007, Vol. 11 Issue 9, p10
SOURCE TYPE
Trade Publication
DOC. TYPE
Article
ABSTRACT
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.
ACCESSION #
26481447

 

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