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According to Forrester Research , “only 36% of contact centers have implemented multichannel integration to provide consistent experiences; 70% do not train agents to support multiple channels, and 56% do not offer an agent-facing knowledge management solution”. Your customers want to help themselves.
Supportchannels enable businesses to provide customers with information, solve problems, and respond to complaints. future customersupport systems need to temper automated pathways with time-honored traditions of human assistance. Retailing 2020:Winning in a Polarized World (2012). Roesler, Peter (2017).
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