My latest piece at Betweeen the Lines is about an interview that eGain did with Gartner analyst Esteban Kolsky on customer interaction hubs.
The goal of the CIH is improved interaction with customers at reduced cost by providing an end-to-end customer experience across all channels. You might have experienced the frustration of losing the context of a customer support interaction when we moved from email to phone. A CIH makes sure that doesn't happen. What's more, the CIH should seamlessly transition a customer from a self-service interaction to an assisted interaction.From Building customer interaction hubs | Between the Lines
Referenced Mon Jul 25 2005 13:24:23 GMT-0600 (MDT)