ICMI – The New Math of Customer Interactions
Posted: August 29, 2006 at 12:34 pm | Tags: article, consumer, customer, development, enterprise, management, mobile, network, personalization, podcasts, power, telephone, training, user, voipOur intrepid columnist Art Rosenberg takes a look at the complex factors that add up to a coherent call center future. … instant text messaging (“click-to-chat”), that supports the real-time exchange of relevant information as well as the “transmodal” escalation to a voice or video conversation, to “click-to-talk,” that can initiate an immediate VoIP connection to the customer’s PC softphone, or a “callback” to the customer-specified phone number (e.g., a cell phone).
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ICMI – The New Math of Customer Interactions