Technology’s Back-end Effect

This places much higher demands on call centers than simple order processing. Like your catalogs, Web site and other advertising, your brand also encompasses call centers; they’re a strategic part of the relationship you have with your customers. The quality of a telephone interaction can make or break the relationship. And as the Aspect survey suggests, if you blow it, you may not get a second chance.
Best Practices
How can you ensure this all-important channel helps you retain customers and build lifetime value? You can learn from others who’ve adopted call-center technologies before becoming another disappointing statistic in a survey. Consider these steps: