The Impact of Channel Shifting on Local Government Contact Centers
PTI, AGCCE and ICMA presented this webinar on April 4, 2012.
Does channel shifting result in fewer calls or is it just a way to reach a different generation?
Channel shifting describes the various ways local government contact centers interact with callers and how it is shifting from just telephone calls, from self-service on the web to interactive chats to E-mails or receiving information from mobile devices. But will channel shifting really cause call volume to drop?
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04-04-2012 Send a link 2012 Events Print version