Consumers Preferring Live Chat and SMS Fuel the Growth In Customer Management Centres.
Thursday 23 June 2011
A study conducted by Dimension Data has found that traditional contact centres are likely to be replaced by customer management centres as they move away from email and phone options to Live Chat and SMS.
The study identified that of the 546 contact centres surveyed across the world, 40% are managing SMS interactions and a quarter offer web chat.
The research shows the top priorities of call centres are to improve service and promote self-service channels for customers, clearly illustrating that consumers now demand more choices to engage with an organisation.