2012 Examples Omni-channel support Self service 
CSM Magazine
JUNE 12, 2020
3 For example, a critical role of the Chief Executive Officer is to manage and shape relationships to ensure that products and services remain viable. These digital disrupters are reshaping the customer service landscape and are rapidly unseating traditional communication channels. Omni-channels.
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”. What goes into good self-service?
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