Your contact centre’s purpose has changed from transactional activity to an environment where your customers can contact you for a wide range of reasons and through a variety of communication channels – you can talk to your clients on the phone, by email, text message, chat, social media … the list goes on.

Answering email with email is costly … typing takes longer than talking … and email is a poor medium when you measure your operation’s first contact resolution and customer satisfaction. And the same applies to other text-based channels such as social media.

rostrvm News reviews multi channel contact.