고객접점센터 구축 요소와 도입 효과의 관계에 관한 연구

A Study on the Relationship between Customer Interaction Center′s Design Elements and Its Effectiveness

Today's firm runs on a customer-centric environment. Customers prefer to deal with companies that are accessible at anytime, from anywhere, in any form. Thix trend requires an ever-increasing number of channels to interact with the firm. And these channels ought to be integrated as well. To meet these challenges firms tend to rely on a customer interaction center (CIC) solution, enabling two-way interactions with customers through seamless contact channels. Though many firms these days tend to introduce the CIC into their organization, there is not much empirical research dealing with design elements that have to be fabricated in the CIC. This study is to investigate the relationship between CIC design elements and CIC effectiveness. To meet this objective we have contacted and surveyed a number of firms that are operating some form of CIC. We also describe a few success and failure cases in an effort to deliver issues or insights that should be considered in introducing CIC.