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As most customer-interfacing businesses know, having an efficiently managed and well-functioning call center is critically important to business success. Whether the organization is large or small, a contact or call center is the hub in which the majority of all customer interactions take place. It also happens to be the part of the organization where mismanagement can arguably lead to the most costly mistakes. After all, there’s no better way to turn a new customer off on a company than by long call times or by volleying a customer from one representative to another – mistakes that can and do happen all too frequently in mismanaged call centers.