Richard Snow Centers Quotations
Centers Quotes from:
- All Centers Quotes
- Mitch Kupchak
- Peter Cram
- Richard Snow
- Brian Silverman
- Charles Grassley
- Elias Zerhouni
- Heywood Sanders
- Jan Schakowsky
- Janice Fine
- Jim Talent
- John Beilein
- John Pinkerton
- Kevin Knight
- Mary Szecsey
- Michael Specter
- Mike Rogers
- Natalya Yezhkova
- Noam Chomsky
- Paul Thompson
- Richard Veerman
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Balance Quotes
Based on our recently released Customer Contact Center study, the most important drivers for these centers are cost and customer satisfaction -- factors that are not necessarily compatible, and may even be in conflict at times. The impact of this paradox ripples throughout the enterprise. Companies must consider the implications and how they will balance the conflict.
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Allow Quotes
As our research clearly shows, companies have focused too heavily on technology in their contact centers and haven't paid enough attention to key process and performance measurement changes. Companies need to properly evaluate their customer-facing processes and provide call center representatives with supporting technologies that allow them to execute processes that improve operational effectiveness. Only in this way can they raise customer satisfaction and generate new business opportunities.