In today’s global business environment, contact centers face new challenges with the variety of routes customers can take to communicate with them. Challenges include dealing with time-zone differences, the demand for 24/7 customer service, and delivering prompt and accurate service. The article “ICMI's Elaine Carr Shares Secrets to Successful Global Support” by Erica Strother Marois features an interview with ICMI’s Training and Development Manager, Elaine Carr. Carr has extensive experience in the call center industry and gives her thoughts on global support challenges.
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