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Effectively Managing Communications with Customers During a Service Outage

This paper looks at a new approach to better prepare your organization for management of customer relationships during service outages. It examines the traditional approaches used to manage spikes in customer call volumes and describes the benefits of new approaches now on the market. It also takes a look at what Xcel Energy, a public utility company, learned when they redesigned their contact center infrastructure to more effectively handle their customer relationships.

(pdf, 1.7MB | 20-Nov-2013)