Every customer-centric call center manager knows that digital channels are becoming the new industry standard for service. The continued – and growing – use of smartphones, for instance, brings the opportunity for individuals to contact others without actually speaking on the phone. E-mail is one such example of this. In fact, those who buy products marketed through e-mail are shown to spend 138 percent more than people that do not receive e-mails. Needless to say, it’d be important for you to consider how e-mail affects the call center applications, solutions and software you are currently leveraging for success. Even more, in 2012, 58 percent of adults used e-mail as a way to correspond with companies.