By Bart Perkins
Service centers have a wide spectrum of goals. At one end are those that emphasize the lowest possible cost per call. They rely on IVR or newer chatbots while making it virtually impossible to talk to a real person. At the other end are those that emphasize customer service. They hire knowledgeable and enthusiastic product evangelists, who then try to persuade internal users to use recently deployed IT services or external customers to purchase additional …read more
Source:: IT Management