On an Enterprise Connect webinar last week, analyst Blair Pleasant of COMMfusion and BCStrategies made a few points about the state of contact centers that I found intriguing. Most notably, she pointed out both the new realities of customer experience and the challenges they bring.
For example, Pleasant said that while voice is still the leading channel for customer interaction, the average customer uses nine different channels to interact with enterprises they deal with (presumably not all at the same time). And she noted the strain that’s putting on agents; for example, response times to emails can be several days.
