Things like call recording that used to be extremely expensive are now sometimes built into the new technologies. You now have the ability to have remote agents, and agents on cellular phones, and agents that can be shared in different locations, so your ability to get the most out of your employees without having to duplicate them has increased. You really need to tackle the fundamentals that keep you from delivering on the goals of your organization. -James Puchbauer - Director Of Marketing, Altigen
Source: http://www.contactcenterworld.com/tips.aspx?id=b9d81788cfe04996897b070786bf3496
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