Does Service Sell? The Financial Impact of Customer Service in Call Centers
There are few – if any – businesses that aren’t feeling the effects of the economic downturn. Call centers can be hit especially hard by a weak economy regardless of their industry. Callers are less patient, the calls may be more complex and the volume can increase during tough times. In addition, financially –strapped companies may find themselves less willing to invest in their call centers-a grave mistake.
Author:
Rich Brose, Director, Research Consulting, Financial Services Research Group, Maritz Research
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