Web channels outperforming phone channels

I read some interesting research on callcentres.net that highlights the growth in non voice channels. We at Telnet are certainly strong advocates for the use of multi channels to improve customer experience and hold costs, particularly the use of SMS email, and web. As highlighted in the research, quick query resolution is the most important attribute for delivering a better customer experience. And from an economic point of view it makes sense to satisfy customer queries electronically where you can.

Click here to for the callcentres.net article

John Chetwynd