Channel Selection

You need to ensure that your staff is capable of using some of the other channels, because some of the other channels involve a written record of what was typed and what was said. A poorly typed chat or e-mail goes on forever, so you have to be careful of what goes out. -Alan Kinsey, VP and COO, Sigmaworx

Source: http://www.contactcenterworld.com/tips.aspx?id=89f7115c215441d38196dd91264a7913

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