The advance of
smartphones and the avalanche of mobile apps are forcing enterprises to rethink
their customer care services. Where do mobile apps fit in? How can they
complement contact centers to provide and user-friendly customer care, allowing
customers to interact directly with the enterprise and find answers to service
requests? Why should organizations bring everyone to the table NOW to create a
cohesive customer care with mobile at the middle to boost loyalty and drive
revenues? We catch up with Daniel Hong — Lead Analyst at Ovum, a leading
technology consultancy and research firm — to identify the business advantages
of connecting an on-device mobile app to the contact center.
http://community.nuance.com/blogs/expertsblog/archive/2012/03/26/is-the-contact-center-moving-on-device-catching-up-with-ovum-s-daniel-hong.aspx
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