We've recently completed new call center research in which we tried to understand an evolving trend: turning the call center into a revenue source. After many years of being regarded almost exclusively as a cost center, the call center is being reconsidered as a potential revenue source in many large organizations. Our key findings show that adding a revenue dimension to the call center sounds easier than it really is, in part because there isn’t much agreement on ideas as basic as “selling.”


Read the article at: 1 to 1 : Peppers and Rogers

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