By Marchai Bruchey. As companies face a backlash against offshore call centers, or are simply finding it was not the right solution for their particular business, they are bringing service back to the U.S. This doesn't need to be cost-prohibitive however. Nearly 80 percent of the time and cost of providing customer service is spent on service resolution. The right combination of customer service technology vastly reduces resolution time, even for complex human interactions in the call center. Resolving inquiries faster and providing customers with the satisfactory service also opens the door to up-selling and cross-selling opportunities—transforming call centers into profit centers.
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