Abstract:
Customers use the path of least resistance to get a resolution to their problem, increasing channel adoption to channels which companies know will provide quick, efficient servicing can be frustrating and more often than not, devalues the return on investment on bringing new channels online.
Calls to Action:
- Choose and implement ideas for an agile and successful contact channel strategy
- Bring the organization up to date on the successes and failures in blending automated and assisted customer support
