Archived Content

New Channels Constrained by Resources to Handle Demand

Published On: 4th Feb 2015 10:04

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

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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