By Richard Atherton, Head of Cloud Contact, BT Global Services
In the retail world, the customer is king and if they don’t want to lose out to their competitors, retailers must provide services that support the customers in the way that they want, when they want it.
Cloud contact centre platforms allow retailers to support their customers by providing multichannel connectivity that blends email, web chat and social media with traditional voice technologies. Secondly they enable retailers to make their expertise available across the whole contact centre environment; putting customers through to the people they need to speak to first time, every time. [Read more…]