A total of 268 U.S. call centers representing 12 industries participated in this e-mail survey designed to gauge the status and progress in the development of multiple customer access channels, the enabling technologies, and plans for implementation in the future. The data uncovered and key insights will help organizations to realistically assess their call center's progress, make wise technology investments and focus on appropriate developmental priorities. This high quality yet affordable report features 25 pages of key study analysis highlighted by 32 charts and figures, 10 pages of verbatim comments by survey participants and 64 pages of additional industry specific data and charts.

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