A elegir.
Author | Brown, Greg |
Position | Conexion - Articulo breve |
¿Cuándo lo quiere? ¿Ahora mismo? La infraestructura de tecnología que lo ayuda o que lo enloquece (sistemas automatizados de servicio al cliente, por ejemplo) llega rápidamente a Latinoamérica. Muy pronto, la cola en la puerta del banco quedará reemplazada, para bien o para mal, por el servicio virtual al cliente. * "Creo que el consumidor lo pide", dice Glenn Hoffer, director gerente en América Latina de Witness Systems, un fabricante de software de capacitación y supervisión para centros de llamadas. "En las telecomunicaciones, por ejemplo, hay mucha competencia. Uno puede cambiar de compañía en cinco horas o menos". * También sucede a nivel empresarial. Los sectores establecidos, como los bancos y el servicio telefónico, pensaban que...
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