From Call Center To Contact Center: How To Successfully Blend Phone, E-Mail, Web, And Chat To Deliver Great Service And Slash Costs
Source: RightNow Technologies, Inc.
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Customers communicate with you in a variety of ways. They call. They send e-mail. They visit your Web site. So, naturally, you try to manage each of these communications channels as effectively as possible. But, it has now become critical to manage these channels collectively.
Giga Information Group recently declared: "It is essential that companies communicate across organizational boundaries to develop a plan for supporting their customers across channels with intelligence information that recognizes individual customers and offers consistent levels of support." This white paper distills how easy it is transition from call center to complete contact center using one integrated knowledge base.
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