A Way of Doing Business

One of the most important leadership priorities is to ensure that your customer contact center delivers maximum strategic value to your organization. That, in turn, is what will get you the support you need from colleagues across the organization. It’s what will secure adequate funding, and will facilitate the means to attract the talents required. And it will help you …

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So Many Ways to Interact with Customers

If you were to walk into an Amazon.com customer contact center, you’d see desks turned sideways so that Fire tablet support agents have a neutral background for video calls (one-way, agent-to-customer). Visit the GM customer assistance group focused on social channels, and you’re more likely to hear the clickety-clack of keys than voices—this team engages with customers through over 120 …

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