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Trends Driving Workforce Optimization Strategies

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Uploaded on Mar 10, 2010

Many decision-makers struggle to strike a balance between efforts to reduce their organizations contact center costs and the need to maintain quality for a consistent customer experience. 1to1 Medias Tom Hoffman spoke with Nicolas de Kouchkovsky, Chief Marketing Officer at Alcatel-Lucent Enterprise Applications about actionable steps business leaders can take to optimize their call center operations.

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