Are you ready for the holiday rush? Not the kind where loads of people filter into your local mall – the kind where loads of customers contact your company at the height of the season. This year, expectations are that call centers will receive more online and mobile interactions than phone calls. According to aggregated data from a recent CMS Wire infographic, 91 percent of shoppers plan to go online to research or make purchases this year. Now would be a good time to examine your existing customer touch points and ensure that you are providing an exceptional holiday experience. In particular, you could benefit from examining your newer interaction channels such as mobile apps, your mobile site or your online chat and video offerings to see how you can streamline those pathways and make them better.