Hiring and Training For The Call Center: Developing The 'Universal Agent' And Beyond

摘要

If you asked most CEOs what the most important aspect of a call center is, you will likely get a quick response: "low cost." In today's competitive landscape, however, smart executives are beginning to reevaluate their call centers and turn them into well-oiled, revenue-generating machines. A call center that adds business value in addition to retaining a low cost profile gives a business a tremendous advantage over its competitors.