Mijn gedachten over internet, media, politiek, technologie en innovatie
woensdag 12 mei 2004
12 Laws of Customer Loyalty
"Gartner Group estimates that 70% of North America's call centers will migrate to multi-channel contact centers by 2005. This means that those agents need to be as equipped to write a well-written email reply and navigate the company Web site as they are in being helpful and friendly on a phone call."