This research study benchmarks various customer contact experience attributes such as customer satisfaction, customer experience, and customer loyalty for various industries across contact channels including: live agent phone, IVR, e-mail, chat, and Web self-service. A Web-based survey methodology was used for this study: N in 2012=1863, N in 2011=3001. Industries benchmarked in this study include airlines, auto insurance, banking, consumer electronics retailers, health insurance, online travel companies, personal computer (PC) manufacturers, telecommunications, and utility providers. Phone-live agent is still the most used contact channel across all verticals surveyed. It is followed by e-mail and Web self-service.
Electronic Access - Single User Fulfilled By Publisher
Electronic Access - Global Site License Fulfilled By Publisher