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Multi Channel Marketing and the Contact Center
March 30th, 2017

Multi Channel Marketing and the Contact Center

Did you know the change from the call center to contact center was due to multi-channel marketing? Find out why on The VoIP Report.


Today, brands promote their products and services in a media landscape that’s far more intertwined than yesterday’s “one-to-many” approaches. Pam Bednarczyk

Marketing and advertising used to be simple. Businesses would send out a print ad or throw up a billboard and call it a day. However, as technology entered the workplace new methods of communication altered consumer behavior.  It is no longer enough to communicate with your customers on the phone. They want the options to tweet, chat, text and even video message you. This multi channel marketing is the biggest reason call centers evolved into contact centers and impacted customer service.

Want to know more ways marketing is changing the customer service landscape? If so keep reading, Pam Bednarczyk discusses this further in her post on Shoretel.

Who Should Read This Article

Marketing experts, business owners or tech enthusiasts interested in how marketing has changed the way contact centers communicate with customers and do business.

What You Will Learn

Readers will learn the many ways customer expectations have impacted customer service. These include:

  • Agents moving from support to relationship experts.
  • Contacts centers moving back onshore.
  • Increasing the demand for a more personalized experience.
  • Insight has changed to more qualitative and quantitative.

Take Away

Marketing is changing the customer service landscape and in turn shaping the contact center into a more customer-centric machine.


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