ABSTRACT
The future is a blend of channels, all served by the “customer contact cen ter." However, we do not want to diminish the importance of the traditional call center or the worthwhile lessons twenty-five years of evolution have delivered for the cross-channel, cross-media, cross-application customer contact center. Thus, we will review the components, workflow processes and lessons, while at the same time remembering the strategy behind the customer contact center — the processes, technology and people remain intimately entwined.
