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The Real-Time Contact Center by Donna FLUSS

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1Transforming Contact Centers into Real-Time Enterprises

Contact centers are real-time organizations. They interact with customers in real time, sell in real time, resolve customer problems in real time, listen to customer needs and wants in real time, identify new sales opportunities in real time, enhance the brand and build customer loyalty in real time, and sometimes, unfortunately, they frustrate and disappoint customers in real time.

Redefining the Contact Center’s Mission

Contact centers are generally very good at fulfilling their classical mission: service, sales, or a combination of the two, at the lowest possible cost. For most of the past 30 years, doing a good job at service and sales was enough. But good service alone isn’t sufficient ...

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