call centers focus more time and attention
on knowing their customers and cultivating
relationships to improve customer satisfaction,
reduce churn, and maximize revenue and profitability.
Each agent must now handle a wider range of
tasks across multiple channels of communication,
including telephone, email, fax, page, chat,
wireless messaging, Voice over IP (VOIP),
and Web collaboration.
Call Center is able to significantly reduce
operational costs by enabling agents
to handle blended service, support, and sales
interactions seamlessly across all of these
channels. In effect, agents become complete
customer contact managers that support a range
of products and services and provide solutions
that consistently meet all customer needs.
Best of the breed service and sales tools
improve customer satisfaction and increase