From Call Center to Contact Center: How to Successfully Blend Phone, Email, Web and Chat to Deliver Great Service and Slash Costs
(10/30/2002) CRM Project Volume 3
By Greg Gianforte, RightNow
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To be effective, a cross-channel contact center must possess two vital capabilities: Common incident tracking, reporting and histories across all channels; and use of a common knowledge base across all channels.
Customers communicate with you in a variety of ways. They call. They send email. They visit your Web site. So, naturally, you try to manage each of these communications channels as effectively as possible. But it has now become critical to manage these channels collectively.
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