If a service desk is providing multi-channel support, ____.
A)analysts' writing skills have less importance because customers often use self-service options and don't interact with analysts
B)customers typically contact the service desk for less complex and simpler incidents and service requests as they can be resolved quickly
C)there is less of a need to develop, maintain, and support the service desk's systems as most technology is integrated
D)analysts must ensure that they are capturing the data needed to efficiently and effectively manage the various support channels

Question

Quizplus · Accepted Answer

Multi-channel support involves offering assistance through various channels (e.g., phone, email, chat, self-service portals). It's crucial for analysts to capture data across these channels to manage them effectively and ensure consistent, high-quality support. This approach helps in understanding customer needs, improving service, and ensuring resources are allocated appropriately.

If a Service Desk Is Providing Multi-Channel Support, ____