As customer service channels continue to evolve, the debate continues when (and whether) companies should employ a multichannel contact center. Deploying a multichannel contact center can be a strong strategic move for enterprises, but should be done with care, making sure to mitigate risks and effectively address challenges before they arise.

Join Richard Dumas and Forrester Research analyst Ian Jacobs who will explain how to determine if your contact center environment should implement a multichannel contact center, or keep efforts on the voice channel they already know best.