Collaborating to Improve the Customer Experience

Customer Collaboration is Emerging as an Effective Customer Sales and Support Tool

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Customer collaboration, which includes conferencing, co-browsing, and remote support, can improve the customer experience in handling complex issues and in successfully concluding sales opportunities. It accomplishes these goals by enabling contact center agents to bring in knowledgeable colleagues and subject matter experts (SMEs) into the conversations, and to virtually work alongside the customers, rather than facing them. But how widespread this method will become depends on its adopters overcoming challenges such as application complexity, low utilization, scheduling difficulties, SME resistance, and high costs.

Table of Contents

Collaborating to Improve the Customer ExperienceCustomer Collaboration is Emerging as an Effective Customer Sales and Support ToolIntroductionCustomer Collaboration TrendsCustomer Collaboration and Social CollaborationCustomer Collaboration DriversCustomer Collaboration RestraintsCustomer Collaboration Recommendations and SummaryRepresentative Vendor Profiles

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