Special Report - Operations & Fulfillment: Rethink Your (Web-Influenced) Call Center

So the phone call that’s meant to resolve the problem takes longer than ever. The rep must calm the customer even before establishing the problem, and then the rep needs access to better information than the customer was able to find. Handling a disgruntled or confused customer may take not only a good deal longer, but also require a much higher level of skill than garden-variety service inquiries.