The customer-contact center interaction dialogue is about to become more complex as it expands from supporting multiple channels -- voice, e-mail, and chat -- to enabling and engaging customers through multiple media: social and a little further down the road, video. Yet many contact centers are still struggling to make live agent programs and mobile interactions via SMS and the Web work function seamlessly with "traditional" channels. Now they must face putting together inputs from and outputs to social and video. Before contact centers can think of effectively handling these channels and media, and investing in the enabling tools their top management must have strategies in place to use them productively. Staring at contact centers is how to mesh in a social media through its various forms: blogs, corporate-sponsored communities and third-parry sites. The need for having solutions that integrate social media with the other channels are increasing but fortunately so are the solutions both methods and technologies.
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