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Multimedia contact centre research released

Published On: 30th Oct 2013 10:04 - Modified: 22nd Mar 2017

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

Megan Jones, Editor, Call Centre Helper

Megan interviews inspiring people across the contact centre industry to capture these amazing voices and turn them into best practice articles – covering all elements of what it takes to deliver truly outstanding employee and customer experiences.

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Multimedia contact centre research released

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