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Driven by everything from sophisticated tools to brutal cost pressures, the role of the contact center agent is changing, in large part to create more business value from a smaller, more highly skilled workforce. Do-not-call efforts, real-time analytics, and personalization tools are placing great pressure on contact centers to sell during any appropriate inbound contact. Fear of customer defection in these trying economic times also has increased the pressure to resolve, rather than deflect, customer issues.
Many in the contact center industry fixate on the significant role labor plays in the cost of operating a call center--70 percent or more, according to some estimates...
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