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Contact center strives for strategic role

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Customer Experience Exchange - January 2012, Vol. 1, Issue 2

Issue 2 highlights the contact center. Often an overlooked facet of customer relationship management (CRM), the contact center is usually the first way a customer reaches out to a company and thus should always be considered in CRM strategies. Access >>>

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- Contact center strives for strategic role in customer experience management by Beth Stackpole, Contributor
  It may live on the front lines of day-to-day customer interaction, but the contact center is not always a pivotal piece of companies' customer experience management (CEM) plans. Here's how to transform the contact center into a strategic CEM asset.
- Cross-channel communication CEM support: A work in progress by Rosemary Cafasso, Contributor
  Industry experts say companies need to step up plans for cross-channel customer service or risk damaging customer experience management strategies.
- Technology-empowered agents create a positive customer experience by Vangie Beal, Contributor
  Providing customer service agents with knowledge and technology improves the overall customer experience, according to industry experts.

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