Customer Reach Newsletter September 2009

The September issue of is now available. In this issue we look at how to deliver both Strategy and Leadership through your contact center:
“The lack of attention or understanding, lack of a plan and therefore the lack of a well thought-out and reasonable budget is the situation that many contact centers find themselves in. So what is a manager to do?

“In a leadership role you have a choice: be a leader or wait for the organization to replace you with one.”

We also look at the cost effectiveness and productivity gains that can achieved through effective deployment of Web Chat and Email management:
“With proper tools and a different mind set email and also chat can be many times more efficient; up to 3 times more productive than live calls.”

We also have a time limited offer to receive a new 24 page research study: “Towards a Multi-Channel Contact Center”.

As in each and every issue we provide news and views of the contact center industry. You can access the September Newsletter below.
Let us know what you think of this issue and your thoughts and suggestions on how we can improve. You can reach the authors of this month’s articles directly by email: [email protected] or [email protected], we would love to hear from you.

This issue has been sent to more than 11,000 senior contact center executives, like yourself around the globe. Please feel free to forward this newsletter to any colleagues you feel would appreciate it.

Thank you for your patronage!

Customer Reach – September 2009