Gartner Research

Peer Practices: Balancing Priorities for Multichannel Contact Center Infrastructure

Published: 18 January 2013

ID: G00245951

Analyst(s): Ken Agress


As part of Gartner's field study on multichannel contact center infrastructure, participants said that they must balance customer demands, business priorities and cost concerns to succeed. This field research summary describes their experiences and provides guidance for finding that balance.

Table Of Contents

Summary of Findings

Research Findings

  • What We Found: More "Center of Gravity" Than "Balance"
  • Customers Are Moving — Enterprises Need to Move With Them
    • Participants Speak: "Meeting the Customer" Isn't Optional
    • Analyst Perspective: Ready or Not, Here It Comes
  • Quality First, Reach Second
    • Participants Speak: Without Quality, a Channel Can't Be Valuable
    • Analyst Perspective: Reality First, Perceptions Second
  • "Faster" and "Cheaper" Can Mean Many Things
    • Participants Speak: Efficiency Is Good for the Enterprise and Customer
    • Analyst Perspective: What's Missing May Be What's Important
  • Focus on Multichannel, Not "We Need This Channel"
  • Define When Efficiency Means "Automation"
  • Avoid "All or Nothing" Thinking
  • Let the Use Case, Not the Demographic, Be Your Guide

Methodology and Demographics

Recommended Reading

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