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Still Struggling to Reduce Call Center Costs Without Losing Customers?

This SAPinsider article discusses making the most of every call and operating your call center at a reasonable cost requires a balance between efficiency and effectiveness. Yet many organizations fail to even get the basics right and are far from turning their call centers into strategic assets; they're missing out on opportunities to foster customer relationships and drive incremental revenue. This article was published in the (Oct, Nov, Dec 2007) issue of SAP Insider and appears here with permission of the publisher, WIS, www.WISpubs.com.

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