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Overview:

Companies looking to succeed in today's complex, competitive, and rapidly changing marketplace can't afford to rely on traditional business strategies. Now, an added focus on customer experience is essential. Since the vast majority of customer interactions begin over the phone, smart managers will focus on this first point of contact - especially since there's so much room for improvement there. Automation in call centers is a financial imperative for most companies, but choosing the right type of automation is essential to creating a positive customer experience. Touchtone systems are falling short, but voice automation can afford companies the multiple benefits of taking care of their customers, bolstering their bottom lines, and contributing to a strong brand differentiation strategy.

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Format:PDFSize:788 KB
Date:Jan 2005
Pages:9

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