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TeleTech Holdings, a leading global provider of customer experience, engagement and growth solutions, has released a new e-book on the transformation happening within the contact center. Companies are beginning to make a conscious effort to understand why their customers are contacting them, inspiring them to rethink how they operate. Often contact centers are judged on how efficiently they operate, making operational performance the top priority. As they look to speed and process improvements, they often are overlooking many opportunities to enhance the customer experience, that ironically might also reduce costs.  Read more

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