Bringing The Web, E-Mail And Other Customer Touch Points Into A Single System

摘要

Enterprise business centers provide a forward-looking vision for today's customer interaction centers because they have become the most critical link a company has to its customers and business units. Consumer interactions with the call center, and all types of self-help applications, including the Web, e-mail and the VRU, make up consumers' entire impression of the enterprise. And the consistency, effectiveness and efficiency of the EBC is increasingly measured not by the number of requests answered, but by the quality of the interactions. As a result, the enterprise's performance is being measured against more strategic yardsticks, such as customer retention, customer satisfaction, consistently high service levels, application of best customer and business practices and ultimately revenue growth.