Proliferation of Communication Options Increases Service Complexity as Customers Demand Consistency Across Multiple Channels; 71 Percent Say Valuing Their Time Is Most Important
Major New Release Features Knowledge Management, Employee Mobile, Web Self-Service and Enhancements to Case Management and Integration Capabilities
The Fixed-Line Phone Falls to Fifth in the League Table of Communication Methods; Facebook and Fixed-Line Phone Use Neck and Neck; Social Consumers Are Leaving Many Businesses Flat-Footed
The Average UK Adult Has Used 7.4 Different Electronic Communication Channels in the Past Six Months