By
Joe Keenan
and Catalog Success
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* the ability to leverage VoIP infrastructure and the ease of implementing virtual call centers across multiple sites and remote agents, including at-home and outsourced;
* improved infrastructure and agent use;
* ease of management; and
* an improved customer service experience.
2. End-to-end call process automation. With integrated call tracking, knowledge base and workflows, call-center reps can resolve customer inquiries and initiate follow-up fulfillment tasks, including escalations to subject matter experts, with service levels attached to them, the whitepaper says.
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