E-COMMERCE AND MAIL-ORDER CALL CENTER ASSISTANCE: E-service, e-commerce create call center challenges

Tuesday, July 31, 2007

E-service, e-commerce create call center challenges

The popularity of e-commerce and online self-service continues to grow, and perhaps surprisingly, so does the commitment of some customers to address their purchase and service issues through the contact center. But with that evolution come several challenges that managers must address, because despite these online advancements, the calls keep coming.

http://searchcrm.techtarget.com/originalContent/0,289142,sid11_gci1250171,00.html

Labels: call center, contact center, customer service, e-commerce

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