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This podcast series aims to provide a sneak preview into some of the issues that will be discussed at the Customer Experience Exchange. The theme for this second session is outbound contact - the future of up-sell, cross-sell and service calls - is dialling still cost effective?
We interview Morris Pentel, Chairman of the Customer Experience Foundation, who will be speaking at the Exchange about customers in control and their impact on the future of your business and the future of outbound contact in relation to social media development.
This whitepaper addresses the challenge contact centres are facing as they battle to reduce operating costs whilst simultaneously increasing service levels to cater for an increasingly demanding customer population.
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