Looking ahead call centres, and the wider customer service arena, will need to equip themselves for the multitude of ways customers want to talk. The moment is coming when merely having a telephone number, a contact email and a postal addresses will not be enough for a company wanting to maintain a strong relationship with customers.
Call Centre Clinic has published a guide to essential elements of the multimedia call centre, from the article:
The days of the one way communication street are over. Customers want to choose how they interact with your organisation – they certainly don’t want to be told how they will interact with you.
Click the source link for more information.
Source: Call Centre Clinic — Understanding the multimedia contact centre