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ECT News Community   »   CRM Buyer Talkback   »   Re: Capgemini Leverages Google Apps to Cut Call Center Costs



Re: Capgemini Leverages Google Apps to Cut Call Center Costs
Posted by: Erika Morphy 2007-11-20 12:58:33
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Today, there are 165 agents in Capgemini's new 610-seat Customer Care & Intelligence center in Junction City, Kan., using Google Apps as part of their customer care activities. Corporations' use of Google Apps have come a long way, considering that when Google Apps was first introduced it was largely seen as an alternative set of desktop functionality for people who didn't want to shell out money for Microsoft's software package.


Re: Capgemini Leverages Google Apps to Cut Call Center Costs
Posted by: heathbar66 2007-11-20 13:04:47 In reply to: Erika Morphy
I work in this "boutique" section of a power company's call center that specializes in handling calls from customers requesting contractor work - and for one type of work, the program manager insists on having a "cross street" on the orders we enter.
From my experience, nine times out of ten when I ask a customer for a "cross street", you get either a five-minute geography lecture or an almost-stoned "huh?" from the customer. I've stopped asking the question and instead go into Google Maps to pull up the customer's cross street to enter on the order. It saves me time, saves the customer time, and gives the program manager the info she wants on the orders.
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