Multichannel Contact Center Performance Analysis
Journal Title: International Journal of Research in Computer and Communication Technology - Year 2014, Vol 3, Issue 11
Abstract
The Contact Centers play important role in customer interactions. They provide information to differentiate company products and services and build loyalty relations with customers. The Contact Center is the central point where customer contacts are managed. Multichannel means several ways of managing customer contacts. The Multichannel Contact Center allows your business to interact with different communication media like text/sms, email, fax, web chats including the traditional phone calls. The Multichannel Contact Center offer customers a variety of ways to communicate with the organizations and enhance customer relationships and provide quality of service. We design and implement a system that supports Multichannel Contact Center and present the performance analysis for the system.
Authors and Affiliations
Priya K. Ithape, Dr. Prof. Anil S. Hiwale
Keywords
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