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Electronic commerce / Information technology management / Customer intelligence / Customer experience / Interactive voice response / Speech analytics / Customer satisfaction / Customer service / Customer dynamics / Marketing / Customer experience management / Business


Multi-Channel Contact Center Delight Customers where they Live November 2012 Omer Minkara
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Company

WEX Inc. / Aberdeen Group Inc. / Class Multi-Channel Contact Center Programs Aberdeen Group / /

Country

United States / /

Facility

Contact Center / Building Blocks / /

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IndustryTerm

agent desktop technology deployment / appropriate tools / performance management / back end systems / virtual corporate card payment solutions / social media / customer support systems / systems / online customer care activities / multichannel customer communications / contact center analytics tools / e.g. social media / i.e. social media / customer feedback management tools / internal systems / knowledge management / online surveys / i.e. mobile applications / real-time recommendations / social media portals / social media monitoring tools / self-service portals / selfservice tools / customer communications / customer contact distribution tools / speech analytics tools / inbound and outbound social media content / voice over Internet Protocol / customer care / /

Organization

Omer Minkara Multi-Channel Contact Center / Contact Center / /

Person

Dale Hunter / Jamie Morin / Insight Aberdeen / Omer Minkara / /

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Position

Operations Manager / General / Analyst / Senior Vice President of Client Operations / /

Technology

knowledge management system / SMS / knowledge management / VOIP / business intelligence / interaction Knowledge Enabling Technologies / /

URL

www.aberdeen.com / /

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