When you start talking about Customers - which part of your company has the most contact with customers? Its time they come into their own: Contact Centers
If you've been around children, you'll know the story about the ugly duckling who came of age and found he was a swan. That's a lot like call centers. In the next year, you're going to see a shift in call centers as businesses recognize that the longtime ugly ducks are emerging as beautiful swans.
As the April 2005 edition of The McKinseyQuarterly put it, call centers are strategic assets, "among the most underused of all corporate assets."
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