callcenter James Roper, CEO of IMRG „I think for most businesses, (Interactive Media in Retail Group), call centers are a key.“ London CallCenterInternational discussed might well be able to have an expert Roper: Yes, I take that as read. Com- tomorrow‘s visions with James Roper. who is available through the call center munication is available and transparent to handle specific enquiries on a nation- throughout the organization. A call cen- CCI: Mail order and online shopping has wide basis. ter has to have the same visibility to the become a big business through major organization’s information as does the distribution channels such as telephone, CCl: Call center agents in Germany are customer. I think there is a huge amount TV and web. What do you think is going allrounders, meanwhile. They need to of development that we have yet to see to be the real ‘‘touchpoint“ with custo- listen to the customer‘s problems on happen. mers in future – will phone, virtual shop- the phone, sell at the same time and ping and consultancy all be centered offer „just service“. Will it be the future CCI: In other words: your vision is, that around customer service centers? role of
CallCenter INTERNATIONAL – Springer Journals
Published: May 25, 2012
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