High-tech Customer Service
Inbound call center technology can change the way you manage customer service—on the phone and online.
One vendor offering this technology is WebEx, San Jose, CA (www.webex.com). Its Web-conferencing service enables customer support or help-desk agents to immediately connect to calling customers through their Web browsers to view any application running on customers’ systems.
“For catalogers this means their CSRs literally can walk customers through the pages of a catalog while pointing out different pieces of merchandise with an annotation tool,” says Colin Smith, spokesperson for WebEx. “Customers actually can watch the agent circle a pair of slacks or input an order.”
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