Video
Michael Woodbury: How Banks can Reduce Contact Center Costs and Delight Customers
Organizations that have unrealistic expectations about call volume reduction end up not having enough people to answer the phones.
Organizations that have unrealistic expectations about call volume reduction end up not having enough people to answer the phones. Michael Woodbury, a Bain partner with the Financial Services practice, discusses how banks can achieve sustainable and substantial call reductions that their executives are looking for.
Read the Bain Brief: Escaping the doom loop in contact center operations
First published in Δεκέμβριος 2015