The New Ecommerce - Multichannel Strategies that Drive Results

Webinar Details:

Business Trends: Multichannel Strategies in the Contact Center

Ovum Daniel Hong

200 Top Executives and Contact Center Managers Reveal Trends and Strategies Important to Your Operations

In this free webinar, lead Analyst and Program Manager, Daniel Hong, will discuss the results of Ovum's study, 2009 Business Trends: Multichannel Strategies in the Contact Center:

Key Findings From the Study:

98% use phone for customer service, but consider email cost effective, and plan to invest in SMS and web forms in the future
62% ranked inbound telephone as the most important channel, 30% considered email the most important
Customers still prefer speaking to agents for assistance, but email and outbound calls each make up 20% of interactions and is growing

Click here to access the on-demand version of this webinar.