The Golden Rule of treating others as you would like to be treated yourself has never been more true than it is in the contact center. Creating an intelligent contact center embodies the essence of the Golden Rule by establishing consistent, effective, and efficient methods of delivering customer service, regardless of the customer channel, and being fully integrated with the entire enterprise.

The following pages of this special supplement are chock-full of information that will help you build a business case for building an intelligent contact center, and specific information on how to proceed. Better communication, contextual awareness, an omnichannel strategy, and the fundamental realization that the contact center is the face of your organization is essential.

The key to building an intelligent contact center is to place yourself in the shoes of your customer and proceed from that vantage point. 

Bob Fernekees
VP/Group Publisher
CRM Media
Information Today, Inc.