In the old days, if you were a valued customer of a company (and you were, because all customers were valued in the old days), you had a specific contact through whom all transactions were processed. If your contact was on vacation, you might be forced to go through the company’s call center, but that was always a last resort because you believed that whoever answered that phone was going to be about three fries short of a Happy Meal.

Call centers didn’t earn a lot of respect from their own companies either. They were viewed strictly as a cost drain. Companies felt required to have them, but they didn’t feel required to support them with much more than the skills and tools they needed to be processors of the most mundane tasks. After all, highly trained sales representatives were there to do the heavy lifting.

But those old days are gone. The Internet came along and changed the way we do business, the way we shop, the way we entertain ourselves, the way we live. Customers began to realize that they could save time and money by conducting business online, and those personal representatives who had been so important before slowly began to fade. The times they were a-changing.

Continue to read more:- Are You Helping Your Call Center Help Your Business?