Cashing in on Contact Centers

Beasty, Colin
November 2005
CRM Magazine;Nov2005, Vol. 9 Issue 11, p22
Trade Publication
Interviews Donna Fluss, principal of DMG Consulting, about her book "The Real-Time Contact Center." Need for contact centers to become more proactive and less reactive; Reason behind the need to implement change in contact centers; Way to transform contact centers without disrupting the views of people on the centers.


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