Moving Your Contact Center Forward by ProQuest

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There is poor integration at the routing or infrastructure level between voice and multichannel agents and between the CIM and CRM, reports Johan Jacobs, Gartner CRM eServices analyst. There is also a lack of connectivity between knowledge management systems and customer interaction histories for self service and live agent service. More customer interactions are being driven by written communications i.e. e-mail/SMS, and social media such as Facebook and Twitter and Web chat. Yet most contact centers do not have agents who have the skills to handle written and voice interactions well, observes Jacobs. The first step in getting your customer service to run smooth is to look at your needs. Jacobs recommends that you take a hard look at your existing CRM, CIM, or infrastructure routing solutions and see which ones have the untapped features that can give you that seamless multichannel functionality you require.

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