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Ebook68 pages32 minutes
The Call Centre Revolution
By mahendra
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About this ebook
Call centres, once considered relics of a bygone era, have undergone a remarkable transformation in recent years. While the core function of handling customer inquiries remains the same, the rise of digital technologies has significantly reshaped the landscape. This book delves into the evolution of call centres, their current role in the digital age, and their continued relevance in building successful customer relationships.
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Book preview
The Call Centre Revolution - mahendra
Chapter 2: A Day in the Life - Follow a call centre representative through their typical workday.
9:00 AM: The alarm rings, signalling the start of another workday for Sarah, a customer service representative at a leading e-commerce company. After a quick breakfast and a moment to prepare mentally, she sets off for the office, anticipation tinged with a touch of routine.
9:30 AM: Sarah arrives at the call centre, a bustling hive of activity. The fluorescent lights illuminate rows of workstations, each occupied by an agent like herself, armed with headsets and ready to face the day. Sarah greets her colleagues with a smile and settles into her designated seat, logging into the company's CRM
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