The Internet is everywhere. It is featured on the nightly news, Web sites are advertised in mainstream publications and now, nearly one-fourth of the nation's households are online. Every day, more people are shopping and communicating online. As a result, many customers are shifting their preferred method of communication from phone to e-mail. Call centers can reap great benefits if they are prepared to take advantage of this trend. There are four critical issues to consider in ensuring that call centers are prepared to take advantage of the benefits the Internet can offer to customer service:
The shift from phone to e-mail communication,
The benefits of e-mail/Web-based …
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