This excerpt from Call Center Technology Demystified: The No-Nonsense Guide to Bridging Customer Contact Technology, Operations and Strategy explores additional channels of customer access beyond voice. Consider this ICMI Special Report your pocket guide to the issues you face in transitioning from a voice-only call center to a multimedia contact center.
Key Points Discussed:
Web-Based Media Options
- Email, Text-Chat, Web Call, Web Collaboration
- ACD Reporting Tools
Multimedia Applications Technology
Integrated Queueing and Routing
Call Flow
Multimedia Considerations
- People, Process and Organizational Ripple Effects
33 pages, PDF download (requires Adobe Acrobat or Reader)
(If you're considering ordering more than one excerpt from this book, you may prefer to simply order the printed book instead.)
Chat Management, Email Management, Video contacts, Web calls
