January 12, 2015
The role of multichannel communications in contact centers has grown increasingly complex as consumer preferences continue to evolve. In fact, as early as 2013, 25% of consumers already utilized one to two channels when seeking customer care and 52% used three to four—a far cry from the simple switchboard days. Fast-forward to today and the percentages have grown, as have the number of total channels, including phone, email, text, chat, social media, and video. But while many celebrate the efficiency and flexibility modern communication brings to the fray, the ability to meet the needs of a multichannel world are not without its challenges.