All posts tagged mobile channels

The ROI Behind Automation

by Mary Cook on March 1, 2011 in Airlines, Banks/Finance, Consumer Svcs, Healthcare, Mary Cook, Mobile/Telcom, Retail, Utilities with No comments

Call centers have their challenges like any other operating unit. These challenges have not changed over the last 20 years, but what has changed is the ways we can address these challenges with new processes and technologies. I view the top three ever-lasting top call center challenges as: Continue reading →

Top Call Center Trends to Watch Out for in 2011

by Mary Cook on February 4, 2011 in Call Centers, Mary Cook with No comments

We all know that in order for a company to succeed in the future, it has to stay on top of emerging trends.  The following list highlights some of the things I think the call center industry has to look forward to in the upcoming year.  Call centers have obstacles to overcome and triumphs to celebrate. Continue reading →