- On average, contact centers who implement web chat reduce their call volumes by 12%, but see an increase of 18% in total interactions, as the new media provides a channel for more prospective customers.
- 95% of contact centers that deploy a second channel or media type, deploy a third or fourth channel within 18 months. Cleary showing the value that they found in moving to multichannel.
- He said that one of the most important aspects of moving successfully to multichannel is providing service consistency across all channels.
Overall, a great conference. Sponsors included AudioCodes, Loquendo (who gave away 15,000 Euros worth of software), and Polycom. Berlin is a fascinating city with so much history. The partners seemed energized and actively selling. And for me, hopefully at some point my body will adjust from the time zone changes between Bangkok, Berlin, and my U.S. home…