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