A new white paper by the 451 Research Mobility Team (powered by Yankee Group) addresses opportunity to improve customer service via mobile.
Smart phones and tablets are now universal tools providing anywhere-anytime communication. These mobile devices empower managers to monitor and respond to changing contact center operations in real time. Forward-looking contact centers can use such advanced technology to better manage operations and service customer needs. This whitepaper explores advantages of using an integrated workforce management system with mobile devices to attain superior efficiency at less cost.
Most companies get mobile self-service all wrong, and frustrate customers as a result. This new report shows you how to finally get the service experience right in this popular channel.