Week 5
Technology is vital to the operational effectiveness of every organisation in the customer contact centre industry.
We will be exploring changes in customers' expectations of emerging technologies and how Web 2.0 solutions can replace more traditional forms of customer service.
Technology is vital to the operational effectiveness of every organisation in the customer contact centre industry.
We will be exploring changes in customers' expectations of emerging technologies and how Web 2.0 solutions can replace more traditional forms of customer service.
New technologies
The Internet, Web 2.0 and cloud computing, plus the arrival of tablets and apps, all provide challenges for managers in a customer contact centre who need to meet and exceed customers' need and expectations.
We will look, in general, at some of the technology and related applications that are emerging in the marketplace.
The Internet, Web 2.0 and cloud computing, plus the arrival of tablets and apps, all provide challenges for managers in a customer contact centre who need to meet and exceed customers' need and expectations.
We will look, in general, at some of the technology and related applications that are emerging in the marketplace.
Customer contact centre technologies
We will then go on to look in particular at the technologies available to enhance the operational effectiveness of organisations in the customer contact centre industry.
We will then go on to look in particular at the technologies available to enhance the operational effectiveness of organisations in the customer contact centre industry.