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
