Beyond Efficiency: The Integration of People and Technology in the Call Center by Stephen Dawson

In recent years, the drive for efficiency has been a major factor in business decisions throughout the United States, and perhaps nowhere has this trend been more evident than in call centers. The economic downturn has made the need for efficiency even more acute, driving call centers offshore and increasing the use of self-service tools and technology as means to reduce costs. Such moves are key to remaining viable in times such as these, but if not done properly, they could yield short-term gains and long-term losses through a loss of customer trust and acceptance.

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