E-COMMERCE AND MAIL-ORDER CALL CENTER ASSISTANCE

The rapid expansion of e-commerce as a successful sales channel is driving customers to the Web. So it follows that ecommerce must be easing the burden on call centers, which were designed to serve more traditional sales channels, right? Not so. E-commerce is changing the way call centers manage customer interaction, forcing companies to rethink customer service and demanding greater efficiency from sales and marketing efforts - not reducing call center traffic. Why not?

http://findarticles.com/p/articles/mi_qa3877/is_199907/ai_n8864313

Labels: call center, call centers, call centre, contact center, e-commerce