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Best practices in the call centre: Make every contact count
"Like lemmings off a cliff, we watched one company after another make disastrous decisions about cuts to support during the 2001 tech crash: low-quality outsourcing, unannounced cuts to support channels and hours, big support staff layoffs leaving long wait times and stressed agents," John Ragsdale, vice president of Research at SSPA, a large and influential industry trade group for technology service and support professionals, told CRM Buyer.
"This time around we know better: Every change that impacts customer satisfaction impacts the bottom line," Ragsdale explained. "Evaluate how every change made in the name of cost cutting will influence the customer experience: A short-term savings is not worth sacrificing long-term loyalty."