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What are the factors affecting channel choice?

Published on: May 19, 2015
Author: Pauline Ashenden - Marketing Manager

In today’s multichannel world, providing service through the channels that customers want has never been more vital. Obviously you need to deliver a consistent experience across every channel, but with resources tight, how you split agent time can be a juggling act.So it is important to understand what channels your customers are likely to use most. There are a number of factors to take into...