A system, method, and computer-readable medium for performing a customer service channel selection operation. The customer service channel selection operation includes identifying a plurality of customer service channels associated with an organization; collecting channel data associated with each of the plurality of customer service channels; processing the channel data associated with each of the plurality of customer service channels to generate channel metrics associated with each of the plurality of customer service channels; and, generating channel insights and predictions based upon the channel data associated with each of the plurality of customer services channels.