TITLE

Operationalizing Customer Intelligence In The Contact Center

AUTHOR(S)
Mitchell, Ike
PUB. DATE
December 2007
SOURCE
Business Communications Review;Dec2007, Vol. 37 Issue 12, p34
SOURCE TYPE
Trade Publication
DOC. TYPE
Article
ABSTRACT
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.
ACCESSION #
27886452

 

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