The explosive growth of social networking is forcing enterprises to change how they interact with their customers. Generation Y’ers prefer communications channels such as SMS, chat, video, social networks, communities and email. This is threatening to alter many hard-won contact center best practices and enterprises must keep up with changing channel preferences or risk having customers defect to companies that “get it.”
Download your guide to building a multi-channel contact center in the era of social networking, authored by industry analyst Donna Fluss, DMG Consulting, to learn about:
• the new multi-channel contact center
• the impact of social networking
• technology requirements
• benefits and challenges
• best practices for forecasting and scheduling