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Building a cohesive customer contact center was not an easy task. It involved integrating new software products, developing new customer service policies and cross-training all customer contact workers. But the result is better customer service, better coverage due to improvements in rep scheduling and a higher level of satisfaction among reps. This was achieved by changing the way inbound calls were handled in the contact center.
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- Companies:
- Convergys Corporation
Melissa Sepos
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