Title :
Multichannel customer contact management
Author :
Herceg, Paul ; Madison, David
Abstract :
Looks at how an effective contact center design can reduce the overall service time and the number of end points with which a customer communicates.
Keywords :
call centres; customer relationship management; telephony; asynchronous customer communications; carrier services; consumer communications; contact center enterprise; contact center infrastructures; contact media; customer contact routing; customer relationship management; enterprise systems; integrated stand-alone communications; multichannel customer contact management; product vendors; synchronous customer communications; Convergence; Customer relationship management; Customer service; Electronic mail; Network servers; Notice of Violation; Routing; Technology management; Telephony; Terminology;
Journal_Title :
IT Professional
DOI :
10.1109/MITP.2004.18
