Merging Tactical and Strategic Information to Perfect the Customer Interaction Experience
Source:
RightNow Technologies
Document Type:
White Paper
Industry observations indicate that few enterprises have been successful in implementing seamless networks to provide consistently updated customer information across multiple channels of access, including data stored and used within and outside contact center applications. There are several reasons for this lack of success—in particular the method by which these multichannel contact centers were developed in the first place.