To remain competitive in a difficult economy, many call centers are in cost-cutting mode. Some are successfully trimming fat, but many others are seeing efforts backfire in the form of new and/or hidden costs, frustrated employees and dissatisfied customers. Because of the nature of random call arrivals, an unfocused cutting of all services does not work well for call centers...
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To remain competitive in a difficult economy, many call centers are in cost-cutting mode. Some are successfully trimming fat, but many others are seeing efforts backfire in the form of new and/or hidden costs, frustrated employees and dissatisfied customers. Because of the nature of random call arrivals, an unfocused cutting of all services does not work well for call centers...
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