Many call centers have historically operated as stand-alone silos within the enterprise. It is important to understand that evolving into a full-fledged customer contact center can be a huge culture shift for an organization, and can, and should involve the entire company infrastructure and supply chain.
Download this 9-page white paper and get answers to these questions:
Is focusing on cost "costing" us too much?
Why move my call center toward the other end of the spectrum?
I get it. I want to move to the right on the spectrum, but how?
Where are you now?
What are the milestones you want to reach?
How do we start improving the customer experience?