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Published on Nov 7, 2010
It is easier to retain an existing customer than to get a new one. Most companies understand this truth well but only best-in-class companies are using their call center to tighten their relationship with existing customers. Convergys is one of the world's most successful call center outsourcing companies in the world. Benjamin Hart, managing director for Asia Pacific at Convergys, shares some of the best practices in call center operation.