As I promised earlier this year, I conducted the third run of the channel adoption and usage study (focused on customer service) that my friends at KANA®, A Verint® Company, continue to generously sponsor.
Truth be told, it took a little longer than expected to get to the right number of answers, but we did quite well by collecting over 590 responses (and counting) from well-qualified customer service practitioners.
The collection happened between September and October and....