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Commentary: Click-to-call helps retailers monitor Internet-telephone transition
Although e-commerce is growing, most consumers still prefer to use the Internet for product research while making their final purchases either via a call center or or in person at a store, analysts say. One answer for companies seeking to minimize the overuse of call centers is click-to-call, which allows retailers to control when and where Web customers move from the Internet to the phone, writes John Federman.
DMNews(5/29)
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