Why General Motors Is Doing Away With Its "Call Center"

Brian Cantor

The fact that millions of customers rely on telephone support is not enough to refute the fact that the call center is dead. After all, the term "call center" connotes more than the method of communication. It speaks to an entire conception of customer service, and that conception—one of retroactive, isolated "support" for customers’ issues—simply does not jibe with expectations in today’s marketplace. In today’s "age of the customer," buyers expect their voi...
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