Multimedia contact centre research released 1,617 Filed under - Archived Content, Moxie Software 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 Read more about - Archived Content, Moxie Software Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter