Hoffman's Hot Seat: Trends Driving Workforce Optimization Strategies
Many decision-makers are struggling to strike a balance between efforts to reduce their organization's contact center costs with the need to maintain quality for a consistent customer experience. 1to1 Media's Tom Hoffman spoke with Nicolas de Kouchkovsky, Chief Marketing Officer at Alcatel-Lucent Enterprise Applications about actionable steps business leaders can take to optimize their call center operations.
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