How Contact Centers Can Meet Demands of Multi-Channel Consumers

    Businesses are recognizing the high importance of meeting the service needs of consumers that are increasingly demanding and tech savvy, and who use a variety of devices to communicate.

    Addressing the needs of the multi-device, multi-channel consumer through customer contact centers is a central theme of the Call Center Week conference being held in Las Vegas.  ShoreTel, a sponsor and exhibitor at the conference, will be demonstrating its Contact Center solution at its booth.

    A ShoreTel White Paper, Optimizing Customer Interactions Through the Contact Center, offers tips to businesses to recognize and meet these consumer demands.

    The white paper shows how IT managers of small- and medium-sized businesses can handle more complex customer interactions while at the same time reducing the complexity and cost of maintaining the contact center solutions.

    In particular, it recommends:

    • Supporting a multichannel environment
    • Minimizing hardware requirements
    • Streamlining integration with other solutions
    • Reducing risk
    • Using at-home agents

    “Customer service is becoming a mission-critical operation in many companies, particularly SMBs, and the contact center is the critical element of any customer service operation,” the report emphasizes.

    Related Posts

    Join thousands of subscribers & get great content like this once a week