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.
Business information technology has the ability to contribute significantly to a company's bottom line, but it will be a wasted expense if your team does not understand how to use it properly. ... More >>
Sound implementation and the ability to harness all the opportunity of "getting it right" requires a measured approach with interim checkpoints to achieve the benefits that we are hoping for. It requires a roadmap. ... More >>
Five ways field service personnel can gain instant credibility (and brand equity for their firms) in the eyes of customers through the use of cloud-based, mobile personal assistants on their smartphones. ... More >>