ABSTRACT
Before you start planning or expanding your call center, with visions of happy agents saying, "Thank you for calling America's Classic Septic Service, how can I help you today?" take a hard look at whether you need to service your customers with such an in-house investment. The previous chapter examined how much of this volume you can, ahem, pump through self-service : IVR, the web, automated inbound and outboun d email, fax, and voice.
