Web having huge impact on call centers

Messmer, Ellen
July 2000
Network World;07/24/2000, Vol. 17 Issue 30, p10
Trade Publication
Focuses on companies' use of the Internet to enhance their call center operations in the United States as of July 24, 2000. Expansion of customer service representatives' ability to address the needs of customers; Customer contact centers of Merrill Lynch that integrate telephony and the Internet.


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