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"Customer service is being increasingly managed and optimized throughout the enterprise. For many organizations, it now extends beyond the confines of the contact center and into other areas of the business involved in the overall service delivery. These include branch offices and experts in the back-office where six to ten different organizational units are servicing a variety of customer service tasks, work items, faxes, and service requests." Read the press release >>
Sheila McGee-Smith regularly shares her thoughts on Contact Center, UC, Collaboration and CEBP industry news and trends, and conveys her insights as a featured blogger on NoJitter.com and in the Cisco Collaboration Community.
