A recent Corizon poll that investigated which communication channels British consumers prefer, and those that contact centres offer, has revealed demographic preferences for contact methods.
The findings also raise questions about how contact centres are coping with the increased number of contact channels.
Corizon polled 2,127 consumers and carried out a simultaneous survey of 90 contact centre managers to find out about the contact channels they handled – and how they handled those channels.
When asked how they would contact a company for customer, billing or support enquiries, consumers chose across a range of eight contact channels.
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