Thinking about contact channels

“Every contact channel comes with opportunity costs…”

Things are going to get harder. We are going to begin some deep knowledge analysis. We are about to change directions and start focusing on different contact channels in more detail. This next chapter in posts will be dedicated to reviewing the capabilities of different contact channels. Each of the channels will be reviewed as a separate use case. Different combinations of contact channels will be evaluated outside of this chapter. Multichannel contact strategies will be evaluated based on specific examples. This chapter of inquiry is about building a solid foundation to understand the pieces being put together. If each review was written well, then each contact channel described will provide the reader with the information necessary to both think about and understand the contact channel in question. Each section may also include the data on how influential this technology is based on users, costs, and accessibility.

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