There is a fundamental shift underway in how consumers interact with businesses. According to research from Ovum on consumer preferences for customer service, the use of email, Web chat, Web self-service, social media, mobile and SMS for customer service has more than doubled in the past two years. At the same time, consumers still rely upon picking up the telephone to call an agent to resolve the same issue.
Companies need to meet the needs of cross-channel customers that often seek resolution online, and then jump to traditional channels when their initial needs are not met. Cloud-based contact center solutions are giving companies of all sizes a tremendous amount of flexibility to engage customers across voice, Web, social and mobile channels. Here are five tips, identified by Genesys, for deploying a social and multichannel cloud contact center.
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