Business requirements for customer service start with consistent service across established channels and social media, Gartner’s Michael Maoz says in the recently release Magic Quadrant for CRM Customer Service Centers.
The customer service agent needs to provide support across all channels, whether the customer is on a Web site, a mobile device or at a kiosk. So the agent needs to be able to see what the customer does, know the customer’s interactions with the company prior to the call to the contact center and have the....