Only 27.9 percent of contact centers are measuring Internet interaction costs, 19.4 percent of Web chat, 9.9 percent of social media and 6.1 percent of smartphone applications.
Dimension Data, a global ICT solutions and services provider, recently announced the results of its 2012 Global Contact Center Benchmarking Report, which includes data collected from 637 contact centers in 72 countries across the Americas, Asia, Australia, Europe, and Middle East and Africa. This year's report found that rapid adoption of emerging communication channels – much of which is enabled by new mobile and smartphone devices, wireless connectivity and social media – is making a significant impact.
As a result, organizations are now rushing to provide additional service channels as consumers demand varied types of collaboration when they engage with organizations. The telephone is no longer a consumer's primary point of contact with an organization, while at the same time, mobile and social media interactions are increasingly making the contact center's role more important than ever.
An eWEEK Property
Copyright 2019 Quinstreet Inc. All Rights Reserved.
Advertiser Disclosure: Some of the products that appear on this site are from companies from which QuinStreet receives compensation. This compensation may impact how and where products appear on this site including, for example, the order in which they appear. QuinStreet does not include all companies or all types of products available in the marketplace.