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Industry: Email Alert RSS FeedGenesys Survey Examines Activities of Successful Contact Centers
Customer Inter@ction Solutions, Feb 2008
A recent survey by Genesys Telecommunications Laboratories explored customer service organizations and found that while many have implemented strategies to improve customer interactions, most have yet to take action on those strategies. This survey also studied the most effective contact centers and discovered certain activities that made them more successful than others. For one, the most effective and successful contact centers sought to identify customers at the first available opportunity. A full 78 percent of call centers are currently identifying customers before connecting them to agents.
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