For the traditional call centre operator, the emergence of multi-channel communications into the customer service space has represented a major disruption.
It hasn’t yet, of course, affected everyone. The telephone is still by far and away the dominant medium for communication between businesses and customers, and depending on the nature of your business and your customer demographics, there may well be some time to go before that changes.
Nonetheless, change is in the air. Research suggests that as many as one in five consumers prefer to use email to the telephone if they