The Underrated Differentiators
Contact centers can help organizations create a significant competitive advantage. Here's how…
By Coreen Bailor
CRM Magazine

Contact center agents have the most interaction with customers for a majority of organizations; therefore, these agents have the greatest opportunities to impact customers' decisions. However, instead of treating this group of frontline employees as the vital bridge between customer and company that it is, businesses all too often consider their contact centers as purely an overhead cost. Such firms are missing a huge opportunity.

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