Multiple service delivery channels are used by companies that provide effective customer service, a new report has suggested.
The study, entitled Delivering Customer Service via the Connect Centre and the Web, has been produced by the Aberdeen Group and stated leading firms are expanding their portfolio of streams.
This includes those enabled through the web, self service and social media, however, it added that the majority are still handled through contact centres.
Sumair Dutta, a senior research analyst for the Aberdeen Group, commented that research has found that 52 per cent of service requests begin in non-contact centre-based channels, represented a fall of three per cent compared to last year.
He said: "This indicates a critical need among service organisations to ensure consistency, efficacy and validity of available service data across all channels where customers may be searching for answers."
In other news, InVision Software and DMG Consulting have produced a white paper which focuses on best practices for multi channel contact centres.
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