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Business in a Web 2.0 world puts the customer at the center of communications. Blogs and social networking are considered the source for information about today's products and services, and customer experiences with the enterprise spread like wildfire through Internet communities. Companies that have a customer centric view vertically and horizontally across the organization seek ways to capture that customer "Voice". They are poised to leverage the capabilities of today's multimedia contact center to collect and analyze customer feedback for enterprise-wide optimization and to use it to achieve customer satisfaction and customer loyalty.
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