Issue OverviewCustomer 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.
- Contact center strives for strategic role in customer experience management by Beth Stackpole, Contributor
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.
- Technology-empowered agents create a positive customer experience by Vangie Beal, Contributor
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