The survey focused on consumer’s preferences for language, communication channels and technologies when reaching out to contact centers.
Here are some key findings about call center solutions:
Communication channels: When reaching out to a contact center, most consumers prefer to speak by phone with an agent. The next most favored communication channels are web chat and email exchanges.
Accents: Respondents prefer to deal with agents who speak their language in a neutral (easy to understand) accent.
Written communication: For channels such as email and web chat, respondents prefer agents who are highly proficient in writing in the customer’s language.
Technologies: In regard to newer, innovative contact center technologies, most respondents prefer callback technology: a phone menu option that arranges for customers to be called back rather than remain on hold.
For detailed findings and analysis of the survey results, download the 2014 Contact Center Preferences Survey at this link:
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