How Contact Centers Can Meet Demands of Multi-Channel Consumers
Businesses are recognizing the high importance of meeting the service needs of consumers that are increasingly demanding and tech savvy, and who use a variety of devices to communicate.
Addressing the needs of the multi-device, multi-channel consumer through customer contact centers is a central theme of the Call Center Week conference being held in Las Vegas. ShoreTel, a sponsor and exhibitor at the conference, will be demonstrating its Contact Center solution at its booth.
A ShoreTel White Paper, Optimizing Customer Interactions Through the Contact Center, offers tips to businesses to recognize and meet these consumer demands.
The white paper shows how IT managers of small- and medium-sized businesses can handle more complex customer interactions while at the same time reducing the complexity and cost of maintaining the contact center solutions.
In particular, it recommends:
- Supporting a multichannel environment
- Minimizing hardware requirements
- Streamlining integration with other solutions
- Reducing risk
- Using at-home agents
“Customer service is becoming a mission-critical operation in many companies, particularly SMBs, and the contact center is the critical element of any customer service operation,” the report emphasizes.