By Ayad Mirjan
One would have to be living under a massive rock for the past few years to miss the fact that we are going through tough economic times. Companies are looking for inventive ways to cut costs and in many cases at the expense of providing even acceptable customer service. They quickly thought that one effective way to cut costs is to to minimize call volume into customer contact centers, which allows companies to reduce the number of staff on deck (cut overhead cost) and/or redirect staff focus to other important company initiatives.
One popular way to minimize call volume…Click here to read the full article
