- Collaborative browsing (also known as co-browsing) is a software-enabled technique that allows someone in an enterprise contact center to interact with a customer by using the customer's Web browser to show them something. For example, a B2B customer having difficulty placing an order could call a customer service representative who could then show the customer how to use the ordering pages as though the customer were using their own mouse and keyboard. Collaborative browsing can include e-mail, fax, regular telephone, and Internet phone contact as part of an interaction.
Effectively, collaborative browsing allows a company and a customer to "be on the same page."
Building a business case for self-service Get tips for using self-service technology effectively in this podcast. Best practices for building a business case for self-service are also...
abandoned call(SearchCRM.com) An abandoned call is a call or other type of contact initiated to a call center that is ended before any conversation occurs... (Continued)
call center agent(SearchCRM.com) A call center agent is the person who handles incoming or outgoing customer calls for a business.
TechTarget provides technology professionals with the information they need to perform their jobs - from developing strategy, to making cost-effective purchase decisions and managing their organizations' technology projects - with its network of technology-specific websites, events and online magazines.