Customer Outsourcing Research & Trends

Web Chat Surges Forward in Contact Centre Digitisation

The move toward digitisation and non-voice contact centre channels continues and was quantified in the 2017 Front-Office BPO Omnibus SurveyA sizeable proportion of workstations have been enabled for digital interactions thereby delivering more value to the overall customer experience (CX). Companies are also deploying a multitude of mature and emerging digital channels such as web chat, SMS messaging, social media and video chat. This video explains more. To order your copy of the 2017 Front-Office BPO Omnibus Survey by Ryan Strategic Advisory go to

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