Contact centers can’t live in the past, and agents today need to respond to several growing customer channels: social media, instant messages and live Web chats. That’s a lot to handle! This handbook offers insight into how you can modernize your multichannel call center capabilities and meet customer demands – including dreaded mobile and social computing requirements that have put many companies in the virtual hot seat lately. Access >>>
Table of contents
- In today's contact center, agents need the cutting edge
- Mobile takes the contact center in new directions
- As the contact center gets social, avoid awkward moves
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Defective mobile applications sully the customer experience
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Mobile applications have become critical connecting points between on-the-go customers and businesses. If a company has a mobile app that isn’t ...
Social media outreach starts with strategy
E-Chapter
Companies don’t always do right by their customers on social media. This e-book chapter will explore how companies misuse social media -- mistaking ...
Improving the customer experience through technology
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Social media channels don't necessarily provide everything a business needs to know about customers. This e-book explains the potential failings of ...