There is plenty of evidence that the phone simply isn’t the same “go-to” customer service channel that it once was.

Thanks to emerging customer support channels like social media and live chat, as well as evolving technologies like speech recognition, there are more ways than ever for customers to initiate (and resolve) a service inquiry. And when they have options at their fingertips, customers are showing a growing preference for self-service options using automated IVRs, knowledge bases, or simply Googling a problem and solution.

With customer service channels in constant movement, what will be the impact on the phone channel?

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