Author: Lisa Pierce

As a consequence of addressing many of the ‘basic’ customer support and satisfaction issues, companies are experiencing improved business results. But this of course only raises the bar – where should they next find ways to improve customer satisfaction and loyalty, and increase secondary revenue? This Strategic Perspective profiles the types of challenges that call centers face in this regard, and uses the example of one Cloud-based vendor, SATMAP, with an innovative approach to optimally match customers and agents.

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