Centro de Documentación de Fundación MAPFRE - Using IT to boost call-center performance

MAP20071507804

Using IT to boost call-center performance / Wayne E. Pietraszek and Adesh Ramchandran

Call centers, making targeted improvements involving more cost- effective technologies, are finally saving money and improving revenues with IT. It's time for executives to take a second look at these technologies

En: The McKinsey Quarterly : web exclusive. - New York : Mckinsey & Company. - Marcj 2006 ; [5] p

1. Call centers . 2. Nuevas tecnologías . 3. Servicio al cliente . 4. Automatización . 5. Marketing de servicios . I. Ramchandran, Adesh . II. McKinsey & Company . III. Título.