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Agents are not empowered to reach out to customers by phone or email to see how they are doing, or review and reply to their commenrs on social media sites. Instead they are diagrammed to be causeandeffect making outbound calls or contacts only if prompted by events such as a credit card limit was exceeded or if marketing overhears a complaint on a social site the agents must address. The root cause of this issue is twofold First, Tamblyn sees how contact centers are measured and that in turn is embedded in corporate culture. Contact centers are generally cost centers under IT or operations and are budgeted as a cost of doing business. In contrast the other media are getting built and supported by the Links of London K Charm that they can drive business and help promote the brands. Second, many of the technologies that provide some degree of channel integration either do not scale to the needs of large companies or require that existing IT investments be replaced. "Until we see contact centers needing to have some degree of monetary business impact and customer engagement, until we have measurements of a true multichannel contact center including social media, it will not happen," says Tamblyn. The consequences for companies not having the strategy right will be felt in their bottom lines ereatlv accentuated bv word of mouth or more accurately word of text via social media. The lack of integration at the top, reflected at the bottom with poor or disconnected service delivery will hurt their branding, warns Tamblyn, and with this their reputation, customer loyalty and ability to attract or retain business. "Until businesses realize that Links of London J Charm growth strategy has to be complemented with an integrated service strategy and until they get the message that they could lose out to their competitorsthat there is a cause and effect in buyer behavior and customer behaviorthey are not going to solve this problem," Tamblyn points out. "For by the time some companies realize where their brand is really at it may be way too late." Integrating the Conversations Contact center suppliers are helping firms make headway in integrating the conversations between customers and enterprises in voice and text but also with outside experts via unified communications UC solutions. For too long textbased communications such as chat and email have been treated like second class citizens compared ro voice, which discourages their use by lengthening reply times. Agents would have had to take separate steps such as opening windows to see who is contacting them over these "alternate" channels. links of london sale Contact Center solution eliminates the pushing aside by permitting contact center agents to see the names of those wanting to communicate through those channels direcdy on their desktops when they come in just as they do with calls. This improvement shortens chat and email interactions, lowers costs and improves customer satisfaction, reports Venlcy Raman, ShoreTels senior product manager for Contact Center Solutions.