feng4

Before contact centers can think of effectively handling these channels and media, and investing in the enabling tools their top management must have strategies in place to use them productively. Staring at contact centers is how to mesh in a social media through its various forms blogs, corporatesponsored communities and thirdparry sites. The need for having solutions that integrate social media with the other channels are increasing but fortunately so are the solutions both methods and technologies. The customercontact center interaction dialogue is about to become more complex as it expands from supporting multiple channels voice, email, and chat to enabling and engaging customers through multiple media Links of London L Charm and a litde further down the road, video. Yet many contact centers are still struggling to make live agent programs and mobile interactions via SMS and the web work function seamlessly with "traditional" channels. Now they must face putting together inputs from and outputs to social and video. Contact centers will clearly have to find ways to mesh in these channels and media because customers will insist on it or else they will go to competitors that offer comparable rightpriced goods and services, but who also engage in them via their choice of interaction methods. "The question is not about the rise of social in the contact center, the question is about the customer communicating with the company andor the brand," says Jacob Morgan, principal, Chess Media Group chessmediagroup.com a social business consultancy. "The role of the contact center is to make sure they are aware of how many different channels an individual customer is using. They need to be prepared to interact with the customer where they are, when they are ready and on their terms." Multichannel, Media Integration Begins at the Top Before contact centers can think links of london sale effectively handling these channels including inperson retail and media, and investing in the enabling tools their top management must have strategies in place to use them productively. This is not happening though in many outfits, reports Eric Tamblyn, vice president, Genesys Product Marketing at Alcatel Lucent. Too many companies have not yet coordinated their contact center teams, and their mobile customer service programs and other channels, including social media. For example, he répons that sometimes frequent flierprogramenrolled airline customers who need to change their flights would receive outbound alerts that seats were available and they would say yes or no. Yet, when they show up at the checkin desks, thev would be told their carriers had no seats. Also in mobile banking, customers check their account balances or shift money over on their smartphones. However, even if they call from the very valentines Day pendants devices, all too frequendy the conversations starts up all over again i.e. they have to repeat the information previously provided. Yet at the same time most organizations do not permit their contact center staff ro be proactive, the Genesys executive points out, unlike say sales reps.