This tendency is confirmed by a study published by the consultancy company Frost & Sullivan, entitled ‘Enterprise Priorities in Europe’, which estimated an increase of the use of new communications channels in client relationships, especially by small and medium contact centres.
According to the report conducted by Frost & Sullivan, the number of client interactions made using mobile applications will rise by 50% in the next 2 years.
For more information, please see the Romanian version of the article, here.
