2020 Multichannel Omni-channel support Technology 
Hodusoft
FEBRUARY 29, 2024
MSPs must ensure that their call center is equipped with the right type of technology tools. Technical Complexity Dealing with diverse technical issues requires a highly skilled and knowledgeable support staff. Keeping up with the latest technologies and troubleshooting a wide range of problems can be demanding.
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.
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