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"What Will You Do When the Phones Stop Ringing and Role of Social Media"

What Will You Do When the Phones Stop Ringing?

White Paper: Altivon

It is quite probable, of course, that the phones will not stop ringing altogether. But the contact center that is prepared for such an eventuality will be better positioned to be responsive to customers no matter how they choose to reach out. And after all, aren’t customer satisfaction and retention the mission of the contact center?

This whitepaper on “What Will You Do When the Phones Stop Ringing?,” highlights:

  • The Customer Takes Control-Contact centers to focus less on service efficiency (costs) and more on delivering a positive customer experience

  • The Role of Social Media-Social networks and blogs are now the fourth most popular online activity

  • Addressing Non-Voice Media-Contact centers are finding that the fundamentals are the same regardless of media.

  • Right Choice for Your Business-Discover the media preferences and service level expectations

What Will You Do When the Phones Stop Ringing?
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Business intelligence is a technology-driven process in which variety of software applications are used to analyze organization’s raw data and presenting the information in actionable format so executives and business leads can make better decisions looking at them. Although business intelligence has some common functions, it includes three basic functions: data mining, data analyzing and data processing.

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A contact center or customer interaction center is a central point in an enterprise that is equipped to handle large amounts of customer telephone requests for an organization. It is basically a computer-based system that provides call and contact routing with specialist answering “agent” stations and a sophisticated real-time contact management system, for high-volume telephony transactions.

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