Are customers concerned when an enterprise shares information about their recent behavior as they cross channels of interaction? How much information sharing is enough, and how much is too much? This session presents the results of a study that reveals the perspectives of both real customers and contact center representatives. The results will surprise you! Plus, the presenter shares usability best practices regarding cross-channel interactions.

While automated phone support remains an important link in customer conversations, a recent survey, conducted by Vocalabs on behalf of Nuance Communications, showed that enterprises need to implement a multichannel approach (through IVR, chat, social media, email, and web self-service) to keep up with the ever-changing needs and requirements of their customers.