October 29, 2013 Leave a comment
- The world of contact centres is changing quickly, with traditional on-premises solutions beginning to look inflexible and unwieldy.
- A combination of multi-channel functionality and analytics tools can make contact centres powerful business solutions beyond customer service.
In previous blogs, I have written of the critical importance of customer service. In particular, this has focused on the opportunities provided by viewing social media as an integral part of a company’s customer contact strategy – both for direct communication and picking up early signs of service interruptions. If it isn’t working properly, somebody will have tweeted about it. Read more of this post