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Article: A new report by Forrester Research.(CUSTOMER INTER@CTION NEWS)
- Article from:
- Customer Interaction Solutions
- Article date:
- March 1, 2009
CopyrightCOPYRIGHT 2009 Technology Marketing Corporation. This material is published under license from the publisher through the Gale Group, Farmington Hills, Michigan. All inquiries regarding rights should be directed to the Gale Group. (Hide copyright information)
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A new report by Forrester Research (www.forrester.com) offers several strategies that will help companies cut costs and at the same time boost revenues by improving customer service. The study, "The Economic Necessity Of Customer Service" by Natalie L. Petouhoff, Ph.D., Sharyn Leaver, and Andrew Magarie, also implore organizations not to shrink the quality of contact center-delivered customer care, and not to treat contact centers as cost centers. The net results are that firms will lose more than they gain: in higher operating costs, reduced revenue, brand equity, and market ...
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