“Call centers are customer-employee contact points. Half the equation is the employee who is expected to deliver an informed, polite, thorough, pleasing, differentiating customer experience.”

Johanna Lubahn,
Managing Director,
Call Center Services,
Cohen Brown Management Group
 
Whitepapers
08/29/2008
Rushed, Routine, and Robotic Whitepaper
Contact Center Directors: Be Careful What You Ask For.
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02/14/2008
Call Center Cinderella: Is Your "Biggest Branch" Your Best-Kept Secret?
For many industries, it comes as no surprise that call centers are powerful generators of revenue. But banking has a different history of lower expectations for call centers.
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