From Call Center to Contact Center: How to Successfully Blend Phone, Email, Web and Chat to Deliver Great Service and Slash Costs

Topics:
Direct and Indirect Sales Channels,
Telemarketing
Tags:
Call Centers,
Software,
Phone,
Online Communications,
Montgomery Research Inc.,
It Operations,
Enterprise Software,
E-mail,
Customer Relationship Management (CRM),
Contact Center,
...
Source:
Montgomery Research

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Overview: The transition from call center to multichannel contact center should reduce the aggravation and effort associated with critical tasks such as handling phone calls, replying to email, developing Web content and generating reports. Article describes that to be effective, a cross-channel contact center must possess two vital capabilities, common incident tracking, reporting and histories across all channels and use of a common knowledge base across all channels.

(Is this item miscategorized? Does it need more tags? Let us know.)

Format: HTML | Date: Oct 2002 | Pages: 1

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