Communications-enabled business processes (CEBP)
Contact centers can offer services such as information services, reservations, order entry, and sales over the phone. CEBP is a formal framework and technology that provides decision support capabilities to enable agents to think critically, solve problems and make informed decisions based on pre-defined rules and guidelines. Contact centers that incorporate CEBP can expect to: (1) improve performance by increasing agent productivity, (2) reduce costs through improved efficiency from consistent practices across the company
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