Contact center managers are scouring high and low and far and wide for the newest technology to accommodate the latest trends in the customer service space. As customers continue to change their minds at barely a moment’s notice, it can be hard for the manager or decision maker to keep up, oftentimes making them the last person to know. Sometimes, it can feel as though there’s too much call center technology and simply not enough time to evaluate it all. In fact, according to recent Forrester (News - Alert) Research data, more channels are growing in use than ever before, with a 12 percent rise in Web self-service use, a 24 percent rise in Web chat use and a 25 percent rise in community use.

If you’ve been wondering how on earth you’ll be able to stay on top of these consistently-changing trends while maintaining a competitive advantage, you’re certainly not alone. It’s undoubtedly a hard balance to strike; the only way you’ll be able to keep your head above water is by embracing the market’s most disruptive call center technology: multi-channel call center software.