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How Contact Centers Can Meet Demands of Multi-Channel Consumers

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Businesses are recognizing the high importance of meeting the service needs of consumers that are increasingly demanding and tech savvy, and who use a variety of devices to communicate.

Addressing the needs of the multi-device, multi-channel consumer through customer contact centers is a central theme of the Call Center Week conference being held in Las Vegas.  ShoreTel, a sponsor and exhibitor at the conference, will be demonstrating its Contact Center solution at its booth.

A ShoreTel White Paper, Optimizing Customer Interactions Through the Contact Center, offers tips to businesses to recognize and meet these consumer demands.

The white paper shows how IT managers of small- and medium-sized businesses can handle more complex customer interactions while at the same time reducing the complexity and cost of maintaining the contact center solutions.

In particular, it recommends:

  • Supporting a multichannel environment
  • Minimizing hardware requirements
  • Streamlining integration with other solutions
  • Reducing risk
  • Using at-home agents

“Customer service is becoming a mission-critical operation in many companies, particularly SMBs, and the contact center is the critical element of any customer service operation,” the report emphasizes.

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