The Innovator’s Guide to the Digital-first Contact Center

While 1st Gen channels are “alive and well”, with chat currently having the highest growth rate of all contact center channels, customers today are rapidly moving beyond those first-generation channels.

Next generation digital channels include social platforms such as Facebook, LinkedIn, Twitter, etc. as well as advanced messaging like WhatsApp, WeChat, Facebook Messenger, Apple Business Chat and many others. Social and messaging are well on their way to become mainstream contact center channels.behind consumer adoption.