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A Knowledge Network Article by IBM
Friday 23 October 15
It’s 6pm in the evening. You just received the bad news – your company’s Chief Financial Officer wants you to cut customer care costs by 5 percent for next year’s budget. “But we are expecting call center volume to increase by 10 percent next year!” The voice of reason screams in your head while you look at the cost sheet to go through yet another round of cuts.
This is the plight of customer service leaders at most Telecommunications companies…
It’s 6pm in the evening. You just received the bad news – your company’s Chief Financial Officer wants you to cut customer care costs by 5 percent for next year’s budget. “But we are expecting call center volume to increase by 10 percent next year!” The voice of reason screams in your head while you look at the cost sheet to go through yet another round of cuts.
This is the plight of customer service leaders at most Telecommunications companies…
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