MCM Outlook 2011:Key Trends In Multichannel Selling

Exclusive research downloads from the editors of Multichannel Merchant

Operations & Fulfillement

With more orders coming in via the Internet, you might think merchants would be investing in contact center technology to facilitate web shopping, such as live chat. But that’s not necessarily the case, according to respondents to our Outlook 2011 survey on Operations & Fulfillment.

In fact, the percentage using web or live chat in their contact centers this year remains unchanged at about 20%, while the percentage using collaborative browsing also stayed the same at about 5%.

Download this exclusive research report to learn how contact center systems ARE changing to meet the changing needs of customers—and how merchants plan to invest in new technologies in the coming year.