With the Internet offering consumers greater control of their purchasing decisions and greater access to their organizations of choice, many companies have found it necessary to enhance their level of customer support and customer service delivery to meet growing expectations. Their approaches to integrating Internet use in traditional phone-based call centers are highlighted in this Best-Practice Report, Call Centers and the Internet: Enhancing Customer Contact. Based on a groundbreaking consortium benchmarking study, this report examines eight findings in four focus areas: the emerging role of the Internet, building an Internet business, maintaining an Internet environment, and measuring success in an Internet environment.
Subject Matter Expert
Dr. Kathryn Jackson, president, Response Design Corporation
Best-Practice Partners
3Com
Ascend Communications
Garden.com
GE Answer Center
Intuit Inc.
Seagate Technology
Wells Fargo
