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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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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?

Top Ten Contact Center and Servicing Goals for 2017

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