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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?

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