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In technical support there are generally 3 options for providing the customer support services needed by your customer: Email, Live Chat, and Phone. Each one has its own advantages depending on the nature of your products or services.

As more communication channels open up, contact centers are forced to train their agents to become multi-tasking specialists trained to handle multiple channels. We asked industry professionals whether their agents were able to handle different channels simultaneously or only one channel at a time.

We wanted to know from our members the types of challenges the industry had to deal with in 2009, where it seems the worst of the economic crisis was culminating. We asked contact center professionals for the types of challenges they had to surmount.

As more communication options open up to customers, contact centers are hard pressed to keep up in providing as many contact choices as possible. We wanted to know what channels contact centers currently provide to their customers, and how they are used.

2009 was a tough year for everyone, and as 2010 carries through, we all hope that it will bring with it better times. We wanted to know what steps contact center managers are taking to ensure those better times become a reality.