Service Provider Call Centers.
Cutting costs, satisfying customers with technology - and people.
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Ever since direct dialing replaced manual operators, telecom service providers have pursued automation of customer-facing processes. The use of technology in customer call centers can reduce costs, remove barriers to growth and improve customer satisfaction. To be made attractive to customers, automation
must be easy to use, not impose a burden. At the same time, areas that are not fully automated need people and processes that work well for customers and make best use of the technology investments.
Dave Lowther is a Call Center Specialist.
Paul Barrett is a Strategic Marketing Specialist.
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