When the mission is to deliver world class customer satisfaction on any given contact channel, lower operating costs, increase customer referrals and reduce customer defections - one contact resolution is a must!
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)
SQM’s groundbreaking research shows how customers navigate through an organization’s contact channels when resolving an inquiry or problem. The below diagram shows contact channel volume distribution, and the second channel customers use when they need to contact the organization again to resolve the same inquiry or problem.