55% of Contact Centres Don’t Provide Agents With Customers’ Channel History Related Articles The History of the Call Centre - Updated History Of Call Recorders 23 Considerations to Make Before Implementing a New Digital Channel Podcast: Channel Shift: How can we safely move customers from one channel to another? 659 Filed under - Contact Centre Research, Call Blending, History, Polls According to our poll, over half of contact centres do not present information of a customer’s channel history to the agent when they call. In fact, only 14% of contact centres make it easy to see all of the channels that the customer has used, with the remaining 31% providing a “reasonable” view of channels the customer has used. Poll – “Can your agents easily see all the contact history, across all channels, when a customer contact you?” – answers Yes – Can easily see all channels the customer has used: 14% Mostly – Reasonable view of channels the customer has used: 31% No – Cannot easily see all channels the customer has used: 55% Source: Call Centre Helper Webinar: How To Integrate Email, Voice and Chat into the Contact Centre Sample size – 144 Date: May 2015 Author: Megan Jones Published On: 7th Oct 2015 - Last modified: 26th Oct 2021 Read more about - Contact Centre Research, Call Blending, History, Polls Recommended Articles The History of the Call Centre - Updated History Of Call Recorders 23 Considerations to Make Before Implementing a New Digital Channel Podcast: Channel Shift: How can we safely move customers from one channel to another? Contact Centre Reports, Surveys and White Papers Get the latest call centre and BPO reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter