Forward thinking companies are developing new ways to refocus themselves on the new "real-time" customer and use customers in new ways to provide the organization with valuable information on what's really happening. By appreciating the real-time customer and understanding the right things on which to focus, companies can position themselves for success in this new era of service. In this paper, Tim Montgomery, a highly regarded industry consultant, speaker and author explores new ideas on ways every call center can keep up with new customer demands. Specific topics include:
• Five Attributes of the Best "Real-Time Customer" Call Centers
• Communicating the "Real" Value of the Call Center
• How to Make Others Want to Move Forward
• The Key to Real-Time Resolution
Software Quality Research Library
