Call centers are an essential part of the marketing and customer care strategy of many companies, but too many executives consider these operations a necessary expense rather than a way to generate new business. Indiscriminately moving customer traffic to a company’s Web site or outsourcing call centers haphazardly can make them less rather than more effective.
Content: Article
Authors: Deepak K. Khandelwal, Keith A. Gilson
Source: McKinsey Quarterly
Subjects: Customer Related, Marketing / Sales
Authors: Deepak K. Khandelwal, Keith A. Gilson
Source: McKinsey Quarterly
Subjects: Customer Related, Marketing / Sales
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