Before some recent changes, contact lens wearers who dialed 1-800 Contacts to fill prescriptions often reached call center agents overly focused on making a sale. But business intelligence data pointed to a more prudent strategy: Agents should aim to maximize customer satisfaction by helping with physician follow-ups and making other moves that would lead to long-term increases in sales. More than 150,000 customers hit 1-800 Contacts’ Web site or call centers each week.



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