Cancel the “Cost Center” Culture In Customer Service
Forrester eCommerce
SEPTEMBER 3, 2021
In my past 30 years in the contact center industry at organizations like RingCentral, Genesys, 8×8, and IBM, I’ve watched the same movie over and over and over again…too many contact centers are laboring under the tyranny of being a cost center with schizophrenic goals of making customers happy while “doing more with less”. This […].
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