Blending the Rules

Why the back office could be the key to doing more with less in the contact centre…

Every business knows that when their customers interact with them, there is only one desirable (and increasingly expected) outcome – a quick and satisfactory resolution to the customers request. At the same time businesses need to increase profitability, and this means we all need to do more with less. But for many managers, this holy grail of balancing supply and demand seems an almost impossible task.

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