Don't trade customer satisfaction for call centre efficiency

Unfortunately, many contact centre professionals in the trenches believe that delivering a truly superior customer experience comes with too high a price tag, particularly against the backdrop of a global recession. Efficiency and its associated cost savings are, in fact, perfectly compatible with high satisfaction levels.

Put another way, it's the inefficiency that causes much of the dissatisfaction in the first place. Here are five tips for raising contact center productivity and improving the customer experience.

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