Q4: In any modern firm, achieving service excellence through structural changes is inevitable. In this case, your company wishes to combine the Contact Center and the online marketing business. Your team has been tasked with doing an analysis of the scenario. (i) Describe the benefits of outsourcing the Contact Center. If required, give examples (ii) Identify any five benefits and five drawbacks of integrating the Call Center with the online marketing business for the organization (iii) Describe the benefits of a virtual Contact Center
Q4: In any modern firm, achieving service excellence through structural changes is inevitable. In this case, your company wishes to combine the Contact Center and the online marketing business. Your team has been tasked with doing an analysis of the scenario. (i) Describe the benefits of outsourcing the Contact Center. If required, give examples (ii) Identify any five benefits and five drawbacks of integrating the Call Center with the online marketing business for the organization (iii) Describe the benefits of a virtual Contact Center
Chapter1: Taking Risks And Making Profits Within The Dynamic Business Environment
Section: Chapter Questions
Problem 1CE
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Q4: In any modern firm, achieving service excellence through structural changes
is inevitable. In this case, your company wishes to combine the Contact Center
and the online marketing business. Your team has been tasked with doing an
analysis of the scenario.
(i) Describe the benefits of outsourcing the Contact Center. If
required, give examples
(ii) Identify any five benefits and five drawbacks of integrating the
Call Center with the online marketing business for the
organization
(iii) Describe the benefits of a virtual Contact Center
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