New Channels Constrained by Resources to Handle Demand

Adding a new channel to your contact centre can carry some risks… But what do our readers think the main ones are?

Poll answers

Project fails or you never end up doing it – 25%
Invest too much up front (long ROI) – 30%
Managing customer expectations – 48%
Inconsistent customer experience – 56%
Resources to handle demand – 65%

(Multiple answers were allowed during this poll, so the total does not add up to 100%.)

Source: Call Centre Helper webinar poll – webinar: Delivering a Consistent Multi-Channel Customer Experience Sample size – 180 Date: November 2014