BrandPost: Emerging Digital Channels – Where Will Customers Engage Next?

Long gone are the days of frazzled customers calling into a contact center from a home phone. These days, agents must engage directly with their customers through Facebook Messenger, mobile text, tweets, and video chat, among others.Customer expectations for these newer digital channels are significantly higher than traditional platforms. These days, customers expect answers to pressing questions in the same time it takes to order a car service via a mobile app or pay for a pizza online.Accordin