Building a multichannel contact center

Customers are increasingly less inclined to pick up the phone and talk to an agent and more inclined to email, post to a user forum or go on Twitter to get help with a problem. By 2013, at least 35% of customer service centers will integrate community or social capabilities as a part of the contact center solution, according to Gartner's Magic Quadrant for CRM Customer Service Contact Centers 2010.

Source: http://usan.hivefire.com/articles/49219/building-a-multichannel-contact-center/

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