The Edge of Service, Issue 5: Customer Interaction is Changing the Game

Study Highlights Multichannel Practices

Oct 28, 2013 | Customer Access Strategy

ICMI’s just-out research report, The Multichannel Agent: A 2014 Contact Center Roadmap Research Report and Best Practices Guide, reveals some interesting stats on how organizations are evolving multichannel services. Here’s a look at the channels respondents...