Survey data for 2018 indicates that the percentage of inbound voice contacts that make up the overall number of contacts in an organisation has decreased for the first time, decreasing by 6% in the last year alone*. The survey data also indicates a clear shift towards digital channels such as social media, email, SMS and live chat.
While voice remains the most prominent channel today, multi-channel not only means extra channels for the contact centre to manage, they also make the roles of advisors and managers more complex.
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*Call Centre Helper Annual Survey, March 2018