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Don't trade customer satisfaction for call centre efficiency
Increasing contact centre efficiency has always been a clear path to cutting costs, regardless of economic conditions. Increasing productivity and doing more with existing resources are now more important than ever, but cutting call centre costs does not have to result in poorer customer service.
Unfortunately, many contact centre professionals in the trenches believe that delivering a truly superior customer experience comes with too high a price tag, particularly against the backdrop of a global recession. Efficiency and its associated cost savings are, in fact, perfectly compatible with high satisfaction levels.
Put another way, it's the inefficiency that causes much of the dissatisfaction in the first place. Here are five tips for raising contact center productivity and improving the customer experience.
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