Fighting Call Center Blues with CCf

摘要

As one of its starter products for the Communications Sector, MS has introduced the Customer Care Framework 2005 that helps leverage SOA to alleviate typical call center pains. The entire service industry thrives on one important aspect —the customer service. It has become quite imperative for the service industry today to serve the customer with greater agility and flexibility. Service providers continuously try to cater to this requirement by being more creative with the ways in which they can communicate or interact with their customers.These include the call centers that have been around for a couple of years now. Apart from these, there are other media like the Web based self-service portals, email support, Web-based chats or even smart devices that are being used to serve the customers with better efficiency. Technological advancements are consistently offering newer and newer service delivery mechanisms to facilitate the customers. Keeping abreast of these changes and delivering effective and focused information to the customers as fast as possible is now the key to face the competition head-on.