Tag: Multi Channel Customer Service

The Phone Channel is Dead, Long Live the Phone Channel

by Kim Campbell in Customer Experience, Customer Service Outsourcing, Kim Campbell

Thanks to emerging customer support channels like social media and live chat, as well as evolving technologies like speech recognition, there are more ways than ever for customers to initiate (and resolve) a service inquiry. And when they have options at their fingertips, customers are showing a growing preference for self-service options using automated IVRs, […]

 

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