Presence: The Next Generation of Customer Interaction
17.03.2009
Excerpt:
Presence has been practiced informally in contact centers for at least 10 years. Agents who could not answer inquiries would call, e-mail, or IM the questions to someone in their organizations who had helped them in the past or would get their name from colleagues or supervisors, then get back to callers. But this process was too slow.
LINK: http://www.toptechnews.com/story.xhtml?story_id=100005BY72L0&page=1
