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Ideas at Work — The Need for a Comprehensive Call Center

During the past several years, the call center industry has grown more than 14 percent. In the United States alone, there are more than 2.7 million call center agents making up 3 percent of the total workforce. With this explosion, customers are demanding a higher level of personal service, an increased number of contact channels and immediate answers to unresolved situations. Companies are finally responding and placing a greater emphasis on call centers as a cost effective and productive vehicle to service global customers...

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