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Contact Centers: Tool for Effective E-Business
Abstract
Often, small and medium enterprises consider the possibility of creating their own contact centre as a tool to improve the customer service. They pose some important questions about business and technical aspects: Why should we use a contact center solution? Which technologies, architectures, and solutions are available? Which key issues should be analyzed? The chapter provides specific information and practical guidelines about Contact Centers based on a literature review and interviews made to contact center business consultants specialized in the small and medium enterprises sector. The goal is to help top management and Information Technology responsible in making the best technological choices and methodological approaches.
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