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 Oscar Alban Principal, Market Consultant, Witness Systems |  Host: Gary Lemke President RealMarket |
Companies are beginning to understand the relationship between their contact centers and back office operations like order entry, order fulfillment, and billing among others. They are looking at the root-cause of what is driving call volumes, and in many cases have found errors in their own back office operations! Because of this they are extending the quality assurance concept that has been in their contact centers for some time now to the back office with dramatic results. Learn how you can do the same thing.
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