Universal Queuing: A Cookbook for Transforming Your Call Center Into a Contact Center
Everyday life transforms, technology evolves, communication methods advance, and organizations battle to stay ahead of the competition. Transformation is essential to survival. One has to see one step ahead or fall two steps behind. In the telecommunications world, the way one communicates is shifting and taking on new forms. Customer calls become online chats, poor customer service is broadcast to millions through social media networks, and agents need to be trained and enabled with technology to deal with the deluge. The contact center solution must transform with advancing technology. To be successful, the business must possess the ability to communicate with all of the customers, regardless of their preferred method of communication.