IntroductionA discussion of multichannel contact center functions in the scope of outsourcing.
Key drivers and inhibitors will be discussed.ScopeAn analysis of how voice remains a key channel for outsourced contact center investors A description of the growth of email as a customer care mechanism A discussion of how web chat can be used in the domain of technical support The targeted growth of SMS as a contact channelHighlightsVoice remains the main channel of choice for end-users of contact center services Email has been steadily emerging as the principal non-voice channel for outsourced contact centers Web chat is a leading non-voice mechanism in the domain of technical support, while SMS deployments may be limited to certain geographies and age bracketsReasons to PurchaseLearn about the shifts in end-user channel preference Understand how to drive new revenues using non-traditional customer contact channels Develop strategies on how to craft an optimal multichannel mix for clients across verticals