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How Top Performers Synchronize for Success in Cross-Channel Customer Service

White Paper Published By: Gleanster
Published:  Jan 23, 2012
Type:  White Paper
Length:  6 pages

Today most large and even not-so-large companies offer customer care and customer service support across a range of channels. There's only one problem: They're often not doing it in a unified and seamless fashion. Instead, each channel tends to work in isolation, with the memory of each customer interaction confined to the channel in which the interaction originated. This Deep Dive analyst report from Gleanster Research explores how the notion of synchronization not only allows companies to achieve their desired business objectives in multi-channel customer service, but also gives customers a reason to celebrate. It discusses the core technology enablers as well as the key business processes required to achieve cross-channel customer service. It also examines the business benefits companies are realizing as a result of having implemented a related initiative, based on the experiences of hundreds of Top Performers.

Tags : 
gleanster, marketing, cross-channel, customer service, customer satisfaction