Associated with
Max Ball
Posted Sep 3, 2021
•
9 min read
Cancel The "Cost Center" Culture In Customer Service
In my past 30 years in the contact center industry at organizations such as 8×8, Genesys, IBM, and RingCentral, I've watched the same movie over and over and over again ... too many contact centers are laboring under the tyranny of being a cost center with schizophrenic goals of making customers happy while "doing more [...]
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