customer service jobs

My research into Contact Centers has led me to develop a model for the systems needed to build and operate a strategic framework for contact centers (see “Customer Performance Management”) (http://www.ventanaresearch.com/blog/commentblog.aspx?id=2915). They broadly fall into 6 categories: core technology to handle the delivery of multi-channel customer interactions, systems to manage the people (agent) side of running a contact center, traditional CRM, systems to proactively manage the customer experience at every touch point, managing customer information from integration to usage and customer and contact center analytics and metrics.

Source: http://bx.businessweek.com/customer-service/cisco-contact-centers-and-cloud-computing-with-salesforcecom/16330650609958032931-a9e4afa6e6181f57b46e03d78aa07eb5/