I’m a proponent of empowering call center reps to service customers in more valuable, meaningful ways. Recent discussions in other customer service forums brought me to the attention of Tarun George, a writer for Nearshore America.
Check out Tarun article Forget about Handle Time, What About Satisfying the Customer? on NearshoreAmerica.com. He starts off:
The call center landscape is changing fast. Because of increased competition and brutal cost pressures in the last year, client retention and consequently client satisfaction are more important now than they’ve ever been. But are companies changing their call center practices to reflect that?
Click here to find the answer…and some of my thoughts on the topic.