Get started Bring yourself up to speed with our introductory content.

5. Software-enabled computer interaction technique

Learn the response to the fifth question in SearchCRM.com's quiz on customers and call centers. Read the answer and more detailed information on customer and call center terms.


5. Software-enabled computer interaction technique

This is a software-enabled technique that allows a call center representative to interact with a customer by taking over the customer's computer to show them something.

a. remote wakeup
b. collaborative browsing
c. Remote Method Invocation
d. show control

ANSWER: B

Collaborative browsing (also known as co-browsing) is a software-enabled technique that allows someone in an enterprise contact center to interact with a customer by using the customer's Web browser to show them something. For example, a B2B customer having difficulty placing an order could call a customer service representative who could then show the customer how to use the ordering pages as though the customer were using their own mouse and keyboard. Collaborative browsing can include email, fax, regular telephone, and Internet phone contact as part of an interaction. Effectively, collaborative browsing allows a company and a customer to be on the same page.

< Previous answer


Next answer >

Return to the answer page
Return to the quiz

Dig Deeper on Customer loyalty and retention

Start the conversation

Send me notifications when other members comment.

Please create a username to comment.

-ADS BY GOOGLE

SearchContentManagement

SearchUnifiedCommunications

SearchDataManagement

SearchEnterpriseAI

SearchERP

Close