Technology is advancing at an exponential rate. Only a few years ago you might have been expected to offer just one or two communication channels for your customers. But over the last decade we've seen the arrival of web chat, customer forums, smart phone apps and social networks.
With all this excitement, you might be forgiven for thinking these new channels are going to reduce the number of calls you get on the traditional telephone in your contact centre. However, we believe the addition of...continue reading this post »