Contact centres define omnichannel integration as a ‘challenge’…
Respondents to research conducted by the contact centre solutions provider, Aspect Software, have determined that the biggest ‘challenge’ currently facing the industry’s customer service development is integrating a text-based customer engagement service alongside other channels. Widely considered to be an essential element of the modern customer service strategy, the survey of Europe-based industry professionals found that 90 per cent said are already supporting either a Facebook or Twitter service; 74 per cent have […]
