Operationalizing Customer Intelligence In The Contact Center

Mitchell, Ike
December 2007
Business Communications Review;Dec2007, Vol. 37 Issue 12, p34
Trade Publication
The article discusses the process of operationalizing customer intelligence, or information received from customers, at customer call centers. The author states that many Fortune 500 companies do not utilize information received from customers that call into customer service contact centers. The author discusses the need to transition from call centers being seen as merely necessary operating costs to places where valuable customer information is provided and integrated into business operations.


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