Any traditional call center is measured in terms of cost: How long did the customer have to wait? How many calls went through the call center versus using self-service? How long was the average call? The challenge comes when you want to drive revenue out of the contact center. Those metrics get turned on their head. It takes time to sell to a customer. You're inherently lengthening that call. That is the number-one disconnect.
via Alltop RSS http://www.mgmtquotes.com/content/12654/?utm_source=feedburner&utm_medium=feed&utm_campaign=Feed%3A+ManagementQuotes+%28Management+%26+Leadership+Quotes%29 Matt Sileno
http://www.lead411.com/Matt_Sileno_3146962.html The Intuitive Group Inc
8233 Old Courthouse Rd Ste 330 Vienna V.A. 22182
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