Customer Interaction in the Multi-Channel Age. - Thursday, 21st June 2012 at 4Hoteliers - 0 views
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ustomers interact across more channels, more often, and demand more from providers. A perhaps unsurprising finding is that "on average, the engaged customer conta
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mpany website, they will then turn to the contact center to resolve their issue." That is a finding that is
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service organizations that shape the customer interaction as it happens" on a consistent and continual basis over countless interactions through the lifetime of customer relationships
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