Giving a Voice to the Contact Center

Dawson, Keith
May 2012
CRM Magazine;May2012, Vol. 16 Issue 5, p4
Trade Publication
The article focuses on the effective use of contact centers to allow executives hear the voice of customers. It discusses four areas with which a contact center should have capabilities including capability to respond, visibility, and persuasion. It also mentions the need for corporate decision-makers in contact center department to ensure company health.


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