Most Contact Centres now Personalise Their Traditional Channels

A graph demonstrating the results to the question "Which channels do you currently personalise?" with the answers being: 83%-Email, 79%-Phone, 31%-Webchat, 21%-telephone queue/IVR, 7%- website

According to our poll, personalised customer interactions are now the norm for traditional channels, including email and phone. However, personalisation appears to be still in its infancy when it comes to other contact centre platforms.

Poll – “Which channels do you currently personalise?” – answers

Email- 83%
Phone- 79%
Webchat – 31%
Telephone queue / IVR – 21%
Website – 7%

(Multiple answers were allowed during this poll, so the total does not add up to 100%.)

Source: Call Centre Helper Webinar Poll – Webinar: 5 Ways to Deliver a Personalised Service       Sample size – 59      Date: November 2016

Published On: 13th Jan 2017 - Last modified: 18th Sep 2019
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