Jaime Scott  |  October 8, 2014  |  General

Why Multichannel Contact Centres Are Not The Future

Customer Contact Expo is over for yet another year, and one theme that came across from experts and industry practitioners alike was that multichannel isn’t the future. Don’t worry; I’m not about to start campaigning for the return of the fax machine as the key communication channel.

Multichannel isn't the future, because it’s already here.

Customers are already using a multiplicity of channels to interact with brands. As a business you have a choice, support this multi channel, multi device demand in your contact centre, or face the fall out of not adopting and adapting to new communication channels quickly and effectively.

Speaking to attendees at the show it’s clear that many organisations are convinced of the value of listening to their customers and meeting their multichannel demands, but many are struggling to do so in reality. We’ll be sharing some findings and ombest practice advice from our benchmark study shortly into how contact centres can best support their customers through the multichannel maze.

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Jaime Scott

Jaime Scott

Chief Executive Officer (CEO)

Jaime leads EvaluAgent in delivering people-focused software and services to our customers. After almost twenty years directing customer experience and workforce engagement programmes for some of the UK’s biggest brands, including EE, Barclays and M&S, Jaime’s mission is to make things easier for call centres to deliver a truly great customer experience.


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