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Focus on: Call center consulting and customer service automation

Q: Do you see an increase or a decrease in the size and number of call centers?

A: Once nearly the exclusive realm of catalog and retail companies, the call center is appearing in other industry segments. I've seen companies in a wide variety of industries establishing call centers. Also, call centers are becoming larger and more numerous.

Call centers capitalize on the speed and convenience of the telephone as the primary means of customer service. The telephone is often a method of self-service for customers. They can receive data, such as an account balance, from an automated attendant. But they still rely on customer service representatives for clarification and problem resolution, ...

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