Global Response

FEBRUARY 13, 2022

As the name suggests, multi-channel contact centers provide customer support for many channels, which could include voice, SMS, email, social media, and web chat, among others. Case study: improve sales by 25% with streamlined customer support. In 2020, FILA needed a better contact center solution.

Multichannel 62

Multichannel Contact Center Multi-channel support Average Handle Time 62

ProProfs Blog

JULY 29, 2020

This blog lists 8 actionable strategies that will help you make every support call count, right from the first hello to the final goodbye! However, before we explore these strategies, let us first understand what makes phone support ahead in the ‘race of customer support channels’. . Source: Dimension Data.

Call Center 128

Call Center Interactive Voice Response Customer Experience Call flow 128

Kayako

JANUARY 5, 2017

According to Forrester Research , “only 36% of contact centers have implemented multichannel integration to provide consistent experiences; 70% do not train agents to support multiple channels, and 56% do not offer an agent-facing knowledge management solution”. Most consumers expect ready access to support or help.

Omni-channel support 38

Omni-channel support Customer Service Customer Experience Multi-channel support 38