Contact centers have been in the forefront of advancements in telecommunications, collaboration and customer service, being first with contact routing based on skill and experience, enterprise presence and instant messaging, recording, coaching, softphones, reporting, administration, social media integration and so on. NOW SERVICE is a different way of viewing customer service offering immediate customer feedback, collaborative service and customers who are audiences and fans.
Read more in my article from Customer Inter@ction Solutions December 2011.
