Multi-channel strategy to engage the customer

The Internet has spawned multiple new channels to engage the customer. Social networking platforms like Twitter and Facebook add richness to other channels like Internet chatrooms, blogs, phone and email that enterprises would do well to consider and integrate into their existing contact center strategies. Michael McBrien, senior vice president for Sales & Operations at Genesys Telecoms Labs shares some examples of how contact centers in Asia are making the change and integrating multi-channel platforms in response to customers. He warns of the mistakes being made as this integration takes place.