Monday, June 9, 2008

The Call Center Customer of the Future

When asked to rate customer service features that are most important to them when buying online, nearly three-quarters of today's e-commerce consumers rated a perpetual shopping cart as an important feature, and 70 percent rated one-page checkout as an important feature, rather than having to click through multiple checkout pages.

We talk a lot about the call center/contact center of the future and what it might look like. We regularly write about the next-generation contact center with its integrated workforce optimization, its ergonomics, its real-time reporting, its speech-recognition, its customer surveying and feedback mechanisms, its multifaceted analytics, its distributed and virtual nature, its hosted technologies and its home agents.

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