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

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The Virtual Call Center: Finding the Right Formula

Best in Class companies realize that in addition to setting up a network of virtual agents, they must also provide other channels of support, such as Web and e-mail, to allow customers to obtain answers to their questions in their channel of choice. This is key for companies to enhance the overall customer experience, while reducing costs.
http://www.ecommercetimes.com/story/58506.html

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