Executive Summary (This is a document excerpt)

Customer service quality will remain just as important during the recession as during good times. While investments with demonstrable, short-term ROI will still occur, technology alone will not provide first-class customer service. Tactics for not only weathering the recession, but for emerging on top, must place greater focus on improving both the customer and agent experience. eBusiness executives must empower their customers with accessible and accurate tools and information. Similarly, they must empower their agents with the tools necessary to deliver a first-class customer service experience.

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