Multimedia contact centre research released

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The Multimedia chapter of the latest Contact Babel research is now available for download.

Moxie Software have sponsored the Multimedia chapter of the UK Contact Centre Decision-Maker’s Guide 2013, with significant research and analysis on trends in multi-channel customer service. Highlights include:

  • IT and retail often have the highest email interactions. On average, the contact centre industry has 10-15% of inbound interactions as email.
  • Web chat is growing as specific applications for its use emerge. Penetration rate for web chat within contact centres is around 30%.
  • Less than 1% of all contact centre interactions are social media, but there is a strong possibility for growth because senior management sees this as important to their customer service strategy.

Click here to download your free copy.

Author: Megan Jones

Published On: 30th Oct 2013 - Last modified: 22nd Mar 2017
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