The interactive voice response (IVR) remains an option for the majority of contact centers, but many consumers are turning to other channels for communication. By posting to social media, consumers can express their opinion and get results immediately. This practice is great for customers, but creates significant challenges for enterprises.
View this expert e-guide to learn more about how you can provide customer support over multiple communication channels. Today, customers are more likely to email or turn to social media to receive help with a problem. This allows the information to be exchanged faster, but can create obstacles with time management. Explore best practices for managing multiple channels by reviewing this resource now.
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