Friday, August 17, 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
http://searchcrm.techtarget.com/originalContent/0,289142,sid11_gci1250171,00.html
Labels: call center, call centers, call centre, customer service, e-commerce, e-retailer
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