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Overview:
Sustaining profitability during an economic downturn is always challenging, but not necessarily impossible. Often businesses will react by cutting costs in customer service because it is usually perceived as a non-revenue generating department. However, when companies cut costs in customer service, they may lose loyal clients when they are most needed. The challenge is to come up with a plan that addresses both how to improve customer service and how to cut costs. Interactive Voice Response (IVR) systems are an effective means of maintaining profitability during an economic slowdown. Through sophisticated automated service systems, call queues can be decreased, as well as wait times and call length.
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| Format: | Size: | 976 KB | |
| Date: | Jan 2009 | ||
| Pages: | 12 |
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