We’ve recently carried out a survey of UK contact centres as part of our research to see where and how Social Media is being used to interact with customers.
The findings showed that whilst there is customer demand for it, a small minority (17% of participating contact centres) use any form of social media. All still interacted with customers on the telephone and 90% used email.
Larger contact centres (over 50 agents) are more likely to communicate via multimedia channels and social media is mainly being used in ‘Customer Service’ centres rather than other types of centre.
The survey responses show that, whilst there is demand from customers to deliver advanced and multimedia services, poor and difficult-to-use technology is preventing contact centres from trying them.
We can help with the technology – it can be user-friendly, cost-effective and add real value to your business. Why don’t you contact us to find out more?