By
Joe Keenan
and Catalog Success
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(For part 1, and strategies one through four, click here.)
5. Phone-aided Web collaboration. This tactic, browsing the Web while speaking to customers on the phone simultaneously, enables call-center reps to help customers complete online transactions such as form filling and online shopping. At the same time, it trains reps on how to use Web self-service for informational, transactional and diagnostic queries in the future, the whitepaper says.
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