The Social Contact Center: At the Hub of Conversational Commerce
2011 June 15
Featured Research
Shoppers and browsers turn to the Web, search engines and social networks for advice and information about goods and services; but the phone (especially mobile) and contact center resources still figure prominently into their conversational path. Leading contact center infrastructure providers enable agents to monitor, analyze and react to input and posts from a number of sources – primarily to gauge intent and engage customers.
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