Multi-channel customer service is explosive right now. In fact, it was one of the biggest trends identified at this month’s Call Center Week 2013, a highly anticipated industry event held in Las Vegas, Nev. from June 13-14. As a pioneer of the evolved, digital, cloud contact center, Vocalcom is always interested in learning more about the state of multi-channel customer experience, revealing the challenges it faces and providing innovative ways to rise above them.
That’s why we recently conducted a survey of contact center managers and customer service directors to discover the exact nature of the multi-channel challenge, as well as how organizations are currently meeting it.
Here’s a sampling of what we found:
So how does this all boil down? It means that there’s a huge area of opportunity for your company to invest in multi-channel engagement – that is, if you do it right. Investing in the right provider – one who is reputable and boasts leadership in the market – is the first necessary step to ensuring the success of your multi-channel customer engagement strategy.
To learn more about all of our offerings – from multi-channel customer service to hosted call centers to digital touchpoints – click here.
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