Current State of the Art
Technology tools that help companies to realize consistent customer service were first offered in 1998 (e.g., Quintus's eContact offering). Moreover, while there is no shortage today of technology-driven options to ensure consistent customer service across channels, there are few if any standards driving this area of CRM. Result: consistent customer service technology is still finding its way.
Consistent customer service has, to a large extent, been delegated to customer service centers (now more commonly referred to as customer contact or customer interaction centers). Most often, an existing call center desires to become Web-enabled to expand contact channels for Web chat, e-mail, and possibly other Web-based interactions ...
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