Channel overload! - Contact Management

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Hosted <strong>Contact</strong> Centres 14 | contactmanagement.ca FALL 2012
+ With + Hosted <strong>Contact</strong> Centres cloudbased contact centers the numbers + add up + By Dena Skrbina W hen people call customer care, they typically hit zero because they want to talk to a human instead of serving themselves, right? Wrong. Recent surveys show that up to 76 per cent of consumers believe that self-service is more convenient than other options. That preference is even higher among Gen Y consumers, at 82 per cent. To accommodate that preference, enterprises, government agencies, contact centers and other organizations are increasing their Interactive Voice Response (IVR) investments. Many are choosing hosted IVR services rather than premises-based platforms. In North America, FALL 2012 contactmanagement.ca | 15
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Channel overload! - Contact Management

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