Messaging is Leading Contact Center Investments in 2018, Finds Research Survey by Sparkcentral
Delta Air Lines, Inc. (DAL)
Last delta air lines, inc. earnings: 4/22 07:00 am
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ir.delta.com
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Source: PR Web
SAN FRANCISCO (PRWEB) April 24, 2018 Sparkcentral, the leading digital customer service and engagement platform, today announced its new report highlighting digital-first customer service in contact centers. The report, entitled, "The State of Digital Customer Service in 2018" describes the current adoption trends, challenges and opportunities cited by over 200 enterprise contact center leaders surveyed by Sparkcentral.The majority of brands have rapidly elevated their strategies to deliver personalized marketing messages through the digital channels their target customers use most frequently. However, contact centers are struggling to keep pace with customer expectations for convenient, digital-first communications. In fact, only 21.5 percent of contact center leaders surveyed by Sparkcentral fully support SMS currently, while 90 percent continue to fully support phone and email channels for service. "We want to reduce phone call volumes in our contact centers by giving our custome
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