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Widespread use of the Internet and social networking sites by consumers over the last decade has led to vast shifts in the way companies now do business. With increased competition from global and online retailers, many businesses now rely on contact center agents to deliver exceptional customer service and create a positive brand experience.
These new demands, in addition to the high expectations of today's information-empowered consumers, mean that contact center managers must do more to maximize their agents' performance and improve operations.
DETERMINE WHERE TO ADD VALUE
By synchronizing people, applications and processes, you can reduce labor costs, enhance service levels and build customer loyalty. But most importantly, you can align operations with the company's overall …