Earlier this year at IQPC's annual Call Center Summit, six contact center managers sought advice from each other during lunch one day. The conversation was spirited, jumping from effective training techniques to data integration to bilingual capabilities to home-based agents. This group is not alone. From Africa to Asia to Europe to the United States, contact center executives face many common challenges and opportunities, like driving out costs and bringing in revenue. They also manage situations primarily found in their region. Call centers in the U.S., for example, are seeing marked growth in the need for multilingual service. As organizations increasingly use service as a competitive differentiator, and as globalization heightens competition, mastering these challenges and opportunities becomes progressively more critical.
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