In a few years, the term “multi-channel” will be a relic. Why? Because there will be no “uni-channel” contact centers!
Already we see that 88% of all organizations are delivering a multi-channel service experience. And that’s a good thing because a recent study reports that 77% of consumers use more than one channel when seeking service.
How do you know if your call center is keeping up with your industry peers? Read more to find out. Continue reading