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 ripplesthroughout the enterprise. Companies must consider the implications and how they will balance the conflict.
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This quote is just one of 4 total Richard Snow quotes in our collection. Richard Snow is known for saying '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.' as well as some of the following quotes.
The whole agent thing hasn't changed since I started in call centers 15 years ago. The pattern stays the same. It's not a long-term career. It's not a well-paid job.
The results say that actual interest in revenue generation is still very low. All the talk about profit centers is just that -- it's all talk. The dominant driver [in contact center maturity] is still cost savings.
This quote is just one of 4 total Richard Snow quotes in our collection. Richard Snow is known for saying '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.' as well as some of the following quotes.