ABSTRACT
Center In the age o f the traditional call centers, the enterprise dealt more with the turf wars between its field organizations and its inside telesales, than try ing to rationalize its customer communication channels. The battle between inside and field sales is over and — hopefully — the customers won! With the modern customer contact center, the business community has entered a new era, (although there are many laggards) where economics dictate the building of corporate customer databases that make all customer relationship information universally available. However, the key to this new customer relationship is the orchestration of all customer contact channels and customer support resources into a seamless centralized system.
