New research published by ContactBabel, the contact center industry analysts, reveals that the telephone is still seen as the channel that best handles complaints. Seventy-three percent of respondents say that if you have a complaint – call the business.
Despite the public nature of social media, most contact centers do not believe that this channel does in fact produce an automatic reaction to complaints, with only 5% saying that a customer complaining on social media would get a better response than elsewhere.
“The US Contact Center Decision-Makers’ Guide (6th edition – 2013),” is a major study of over 200 US contact center operations, looking at all areas of performance, investment, technology, HR, and strategy. Thanks to the survey’s sponsors: Avaya, Calabrio, Communitech Services, Connect First, Enghouse Interactive, Genesys, Interactive Intelligence, OpenSpan, Oracle, and SHL, the study is available entirely free of charge from www.contactbabel.com.