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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 heathbar66 on 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.




 * Topic  Author  Date
Re: Capgemini Leverages Google Apps to Cut Call Center Costs  Erika Morphy  2007-11-20 12:58:33
Re: Capgemini Leverages Google Apps to Cut Call Center Costs  heathbar66  2007-11-20 13:04:47
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Salesforce Commerce Solution Guide
What do you see as the biggest obstacle to mainstream adoption of video calling?
Too many steps are required to reach a contact.
Video quality is often poor -- dropped calls, frozen images.
There's no advantage to face-to-face communication in most cases.
Too many people feel uncomfortable on live cameras.
There are too many security and privacy issues.
The trend is away from personal engagement and toward texting.
The obstacles are fading, and video calling is well on its way to adoption.
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