IT's not what you do ...
The effectiveness of IT lies very much in the way it is implemented and call centre technology is a case in point. Roisin Tims looks at ways managers can monitor and evaluate operator performance using IT and beef up customer satisfaction and productivity levels.
In the insurance industry's rush to install technology - particularlywithin the call centre environment - customer service has taken a back
seat, according to one delegate at PM's Claims Event held
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