The Business Value in Balancing Call Center Efficiency with Customer Satisfaction

Avaya

Abstract:

Business interactions enabled by the Internet, wireless and mobile capabilities, and multimedia technologies are generating new customer demands and creating new opportunities for organizations that are prepared to offer quality service on-demand through the customer’s preferred channel.

This paper discusses how customer contact centers have the potential to create value on three distinct levels: efficiency, customer satisfaction and business unit value (strategic value) by balancing call center efficiency with the customer experience.

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