Managing Contact/CRM Centers in a Slowing Economy

By Nadji Tehrani, Chairman and CEO (This article originally appeared in the April 2008 issue of Customer Interactions Solutions.) To be sure, managing any business entity during slowing economies is extremely challenging, to say the least. And managing call centers or CRM centers is no exception. Having said the above, once again, we have decided to conduct a survey of industry leaders to bring you several different perspectives on how to better manage your call center through difficult times. In this editorial, I have provided you with a synopsis of some of the comments that various leading companies have provided us. In addition to reading this editorial, I urge you to also read the complete comments by industry experts. As you read what follows, you will notice that a variety of technologies, strategies and methodologies... [read full story]