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Telephone remains the most common choice of customers when it comes to seeking support from a company. While customers are happy to use a variety of channels today - most notably email, Web chat and social media - it's the telephone they rely on for a baseline of customer service.
There is a fundamental shift taking place in businesses of all types: managers are recognizing customer service as an integral part of their operations. Leaders are witnessing how customer satisfaction rates drive the staying power of their brands, and they are witnessing people leaving their chosen brands for competitors once they have received poor service.
Sponsored by: SAP
Despite the rise of multichannel communications, most people still prefer the good old telephone for urgent interactions with a contact center. And although there's a lot of trash talk about the level of customer service these days - especially offered by network service providers and utilities - more than a third of people characterize their phone interactions with most customer service representatives as personal and conversational.
How effective is your contact center at true multichannel customer support? If your answer is not very, you're not alone. Despite the importance today of ensuring that the customer experience can be offered across channels, many companies are simply floundering when it comes to actually succeeding in this venture.
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