Multimedia contact centre research released

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The Multimedia chapter of the latest Contact Babel research is now available for download.

Moxie Software have sponsored the Multimedia chapter of the UK Contact Centre Decision-Maker’s Guide 2013, with significant research and analysis on trends in multi-channel customer service. Highlights include:

IT and retail often have the highest email interactions. On average, the contact centre industry has 10-15% of inbound interactions as email.
Web chat is growing as specific applications for its use emerge. Penetration rate for web chat within contact centres is around 30%.
Less than 1% of all contact centre interactions are social media, but there is a strong possibility for growth because senior management sees this as important to their customer service strategy.

Click here to download your free copy.

Author
Megan Jones

Megan is Editor at Call Centre Helper. She first started working for Call Centre Helper in 2013 and has held a number of roles - News Editor, Features Editor and now Editor.

She has visited a large number of award winning contact centres such as Tesco, Lego, BT and AA. She is well respected in the industry.

Connect with Megan on LinkedIn

Multimedia contact centre research released

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