Sprinklr：2022年服务战略手册（英文版）

For decades, the traditional call center was the only means ofcontacting a company that customers had. But today, peoplehave many more channels available to them. Email, livechat, chatbots, and an ever-expanding array of social mediaplatforms offer efficient alternatives to voice conversations.Increasingly, these are becoming customers' preferredchannels -not only for initiating customer service queries, butfor resolving them.