Product Type: Market Research Report
Published by: Yankee Group
Published: January 2007
Product Code: R388-2356Description To meet customer needs and requirements effectively, the modern contact center must provide multichannel (e.g., voice, web, chat, fax and e-mail) access to customer sales, support and service assistance. Therefore, the majority of contact centers in North America are ready to upgrade their facilities—if they have not done so already. These upgrades are driven by the relatively recent availability and acceptance of IP telephony and high-speed internet access.Table of Contents - I. Introduction
- II. Implementing an Integrated Customer Interaction Automation Strategy
- III. Merging Captured Voice Call Data with the Knowledge Base
- IV. Optimizing the Use of Tactical and Strategic Information
- V. Conclusions and Recommendations
- Recommendations for Enterprises
- VI. Further Reading
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