Tortoise or Hare – Which One Best Describes Your Contact Center?
CSM Magazine
OCTOBER 15, 2018
Then, there’s the constant battle between operations (who want ‘fast and cheap’) and the contact center (whose job is to make ‘customers feel loved’). This perennial tug of war is damaging to agent morale, the customer experience and health of the overall business. short-cuts and make schedules unrealistic.
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