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Overview:
While the range and complexity of calls into contact centres continues to rise, there is great focus on reducing operating costs and retaining a loyal, profitable customer base by optimising the processes to manage calls. Presence has an important role to play in this. By combining presence, status, expertise and task allocation information incoming calls can be resolved faster, repeat calls reduced on customer satisfaction levels enhanced.
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| Format: | Size: | 3,400 KB | |
| Date: | Aug 2007 | ||
| Pages: | 8 |
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