Creating the Customer-Centric Contact Center

While contact centers have been built around telephone technologies, customer-facing employees need to interact with customers across all communication channels. This executive summary from Multichannel Merchant gives you a look at what you need to do to create today’s customer-centric contact center, including:

  • Best practices for hiring and training
  • What metrics you need to track
  • Tips for holiday season preparation
  • Social media, email and live chat

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“Creating the Customer-Centric Contact Center”


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