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Contact Channels

Customer Contact Channel Usage

SQM is proud to share some of our Customer Contact Channel Usage and Experience Research with you. The research data reveals 20% of customers who used a call center did so because a self-service contact channel failed.

Customer Contact Channel Preference

The call center channel remains the customer’s contact channel of choice for resolving an inquiry or problem. Many people are surprised about the continued popularity of the call center channel given the expansion of contact channels available (e.g., web self-service, IVR self-service, chat, email, mobile)

April 7th, 2016|Categories: Contact Channels|Tags: |