Rise and call.
The evolution of call centres to deal centrally with a wide range of tasks has been rapid. But while companies focus on costs and productivity, they are failing to capitalise on this link with customers. It is vital the damage caused by this approach is addressed before it is too late, warns Bob Bevan.
There has been a huge growth in the number of call centres within thefinancial services sector, which has primarily been driven by the desire
to increase profit through reduced costs. However, they
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