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Consumers Channel of Choice – A Multi-generational Benchmark Study of Consumer Channel Preferences (whitepaper)

By Harold Fluss on March 15, 2017 in Channels [Contact Center], Strategy [Contact Center], Whitepapers

Consumers Channel of Choice – A Multi-generational Benchmark Study of Consumer Channel Preferences (whitepaper)

3/14/2017
By Donna Fluss

DMG Consulting LLC has conducted a worldwide consumer benchmark study to identify consumer channel preferences for interacting with businesses.

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baby boomers, Benchmark Study, Call Center, calling frequency, calling preferences by generations, calls, channels, Chat, Consumer Channel Preferences, Consumers, Contact Center, Customer Experience, Customer Service, CX, emails, favorite way to communicate with a business, great service, millennials, multi-channel contact center, omni-channel contact center, outbound calling preferences, Preferred Communication Channels, resolving problems quickly, Self-service, SMS, time sensitive issues, Video chat, Voice biometrics, what millennials want

We’re hiring agents to handle email, chat and social media. I also expect them to handle calls when the volume is high. What questions should we ask?

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