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Call Center Efficiencies

Cutout paper peopleA big thanks to Tim Ehrens, site editor for TechTarget for quoting me in his great new article on call center efficiencies. He’s quite a CRM expert and if you’re not following him, you should. He shares great articles, tips and tutorials on CRM-related topics all the time.

Read the full story here: Can online self-service make contact centers more efficient?

Here’s my quote for anyone who is interested:

“Customer preferences are shifting toward self-service and email versus talking on the phone,” said Matthew Turner, founder of corporate strategy and marketing firm Boston Turner Group. “If contact is made over the phone, something has gone wrong and [the customer] wasn’t able to find the information [he needed].”

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