Introduction
A discussion of multichannel contact center functions in the scope of outsourcing. Key drivers and inhibitors will be discussed.
Scope
An analysis of how voice remains a key channel for outsourced contact center investors A description of the growth of email as a customer care mechanism A discussion of how web chat can be used in the domain of technical support The targeted growth of SMS as a contact channel
Highlights
Voice remains the main channel of choice for end-users of contact center services Email has been steadily emerging as the principal non-voice channel for outsourced contact centers Web chat is a leading non-voice mechanism in the domain of technical support, while SMS deployments may be limited to certain geographies and age brackets
Reasons to Purchase
Learn about the shifts in end-user channel preference Understand how to drive new revenues using non-traditional customer contact channels Develop strategies on how to craft an optimal multichannel mix for clients across verticals
How to Profit from Emerging Contact Channels (Strategy Brief) is a marketing resource from Datamonitor, a leading provider of online data, analytic and forecasting platforms for key vertical sectors. It helps 5,000 of the world's largest companies profit from better, more timely decisions. 