TITLE

3 Steps toward Putting the Customer Experience in Context

AUTHOR(S)
Ruckstuhl, Ann
PUB. DATE
April 2014
SOURCE
CRM Magazine;Apr2014, Vol. 18 Issue 4, p31
SOURCE TYPE
Trade Publication
DOC. TYPE
Article
ABSTRACT
The article discusses the means for contact center industry to deliver cross-channel customer experience. It mentions the need to identify the preferred channel of customers to use as their primary means of communication. It notes that companies can correct an issue through collecting customer interaction and transaction data. It also emphasizes the benefits for companies to tap into real-time and contextual routing.
ACCESSION #
95332177

 

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