Article : The Customer Engagement Hub

Raj Wadhwani Raj Wadhwani

Raj Wadhwani

President, ContactCenterWorld.com - Global Association For Contact Center & Customer Engagement Best Practices (225,000+ members in 200 countries).

发布日期: 2016年5月11日
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In the 1980s and 1990s, Call Centres fundamentally changed the nature of customer engagement. Rather than call product or service specialists when they had problems - or meet them face-to-face - customers were asked to deal with centralised service operations where ‘generalist’ call handlers were trained and equipped with information to handle their queries.


https://www.contactcenterworld.com/view/contact-center-article/the-customer-engagement-hub.aspx

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