Businesses are always looking for the competitive edge. After all, in order to keep your customer base it is important to keep your product or service updated. As rapidly as technology can change, it’s imperative to also stay on top of industry trends, pushing your business to the forefront.
Everybody has experienced a conference call.
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Managing a customer call or service center is a lot about managing the numbers. Both the macro ones – how many calls, how many agents. And the micro ones - how many calls can one agent take on, how many calls can one agent take on happily.
“There will always be people who are ahead of the curve, and people who are behind the curve. But knowledge moves the curve.” -- Bill James
How GCS Turned an Ailing Paratransit Call Center into a Platform for P3 Best Practices