CRM Whitepaper: Perfecting customer interaction experience
Type: Whitepaper
Author: Ken Landoline, Yankee Group
Length: 8 pages
Cost: Free. Registration required.
::: The perfect customer interaction experience – how do you achieve it? :::
Contact centers operate with multiple channels of communication with their customers; these include voice, web, chat, fax, and email. Customer sales, support and service assistance staff need to be there for the customers. Contact centers are constantly upgrading their communication practices and the availability of IP telephony has certainly helped.
Yet, contact centers struggle to provide a seamless network of updated customer information to their employees. The reason for this is that most contact centers were developed in a sequential manner where capabilities were added when the need arose and the budget permitted. This scenario did not lend itself very well to strategic and tactical information being made available instantaneously.
How does the intelligent contact center offer the perfect customer experience? Read the rest >>>
Filed under: CRM Whitepapers