Driven by the explosion in communication options and widespread customer acceptance of new digital self-service channels, the era of the traditional call center has well and truly passed. The call center is no longer the first port of call for consumers who want fast answers to simple questions.
Today's customers are increasingly using Web, social and mobile channels as their first contact point with businesses. Virtual agent technology provider IntelliResponse offers seven tips to help customer service leaders in the contact center, not just to avert death but to become a vital part of the multi-channel customer experience.
Going paperless is about more than throwing out the office memos and making fewer copies. It’s a big picture shift in the way an organization operates. ... More >>
Customer experiences can be improved through a number of methods including technology and innovation, customer service operations, employee management and global sourcing. ... More >>
Maintaining customer relationships isn't just about generating new leads, it's about going above and beyond what's expected and getting your constituency to engage in the conversations that you've created. ... More >>