Contact Centers: Gain Greater Insight Into Customers’ Shopping Experiences

“CEM looks at the transactional process from the customers’ point of view from the second they start interacting with the merchant,” either in the contact center or via the Web, says Kristyn Emenecker, product manager of contact center solutions for Mercom Systems, a Lyndhurst, N.J.-based, recording and quality monitoring solutions provider. “What was the turning point in the interaction that, if taken another way, could have resulted in increased sales or better customer goodwill?”