How do channels like e-mail, chat, Twitter and Facebook impact the agent

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How do channels like e-mail, chat, Twitter and Facebook impact the agent

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Recently Matt McConnell interviewed Jim Rembach at Customer Relationship Metrics; the original post is located on Intradiem’s blog. In an effort to provide better customer service, contact centers have added more channels of communication. But how do channels like e-mail, chat, Twitter and Facebook impact the agent? Ultimately, it’s a balancing act, says Jim Rembach, senior vice president…

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