I just read an interesting post written by Bruce Tempkin. Mr Tempkin has it dead on, we need to stop spending all of our time and energy on how to reduce costs and increasing efficiency. While this is still an important component to managing your call center operations, we need to also be focusing on increasing the lifetime value of our customers.

It is the balance that enables companies to be profitable and continue to grow.

http://bit.ly/bBgwXY