The Digital Channel Challenge
Paul Stockford, Research Director, NACC and Chief Analyst, Saddletree Research, firstname.lastname@example.org
The results of our 2021 survey of contact center professionals,
which wrapped up on May 31 of this year, confirmed what most of us had already
suspected – digital channels are gaining ground on the telephone as a customer
service communications channel.
The graph below illustrates the customer service channels
supported in 2021.