The rise of the multichannel contact centre – Pharma could learn a thing or two here
Are MedInfo teams structured to meet expectations?
New research published by ContactBabel reveals that over 17% of interactions handled by UK contact centres are through email, web chat or social media.
Web chat between customers and agents has risen from 0.7% of all inbound traffic to contact centres to 1.3% this year, with social media appearing on the survey this year for the first time with 0.7% of interactions. Perhaps the most impressive growth has come from email, which has jumped from 10.4% to 15.4% of interactions in the past 12 months.
« Customers » will start to expect these channels as an option for them. Are we strategically preparing for it?