- Quality monitoring and agent training.
- Routing and queuing.
- Surveys and analysis.
- Administration and IT.
- Remote agents.
Interactive Intelligence Group Inc. (Nasdaq: ININ), a global leader of software and cloud services for customer engagement, communications and collaboration, has published a book titled Succeeding at Customer Engagement: 7 Game Changers and Stories from Companies Who Use Them. Ideal for C-level executives and customer experience leaders, this book has been praised by industry experts, including customer-centric leadership guru Jean Bliss who says, "This book will have relevance for years to come—it offers evidence-based insights from real companies to help you solve today's complex customer service puzzle." Succeeding at Customer Engagement explores how 14 global companies recognized for providing superior customer service have successfully navigated the world of digital disruption. It includes technology strategies and best practices that result in customer engagement game changers. The book, authored by Interactive Intelligence Vice President of Client Success Pam Hynes, covers the following topics: