Saturday 31 July, 2010


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Many Channels, One Voice

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By Genesys
Insight



The manner in which companies deliver customer service is in transition. Over the past two years, there's been a massive shift away from the telephone being the dominant customer service channel — from nearly 80% in 2007 to just 45% in 2009 — to a scenario in which customer support is increasingly conducted via a multi-channel approach that includes e-mail, Web self-service, and Web chat.1 So, what does this mean for businesses?


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