Page 1

ReportLinker

Find Industry reports, Company profiles and Market Statistics

>> Get this Report Now by email!

Multi-Channel,

Cross-Industry

Customer

Contact

Experience

Benchmarks Published on December 2011

Report Summary This research study benchmarks various customer contact experience attributes such as customer satisfaction, customer experience, and customer loyalty for health insurance, auto insurance, banking, airlines and telecom industries across the following contact channels: live agent phone, IVR, email, chat, and web self-service. A web-based survey methodology was used for this study: N=3000. Phone-live agent is a main customer contact channel for the telecom, auto insurance, and health insurance companies, while website self-service is a is a major contact channel for airlines. Overall, the most popular contact channels (website self-service and phone-live agent) receive the highest satisfaction ratings.

Table of Content Table of Contents Research Objectives, Method Details, and Demographics 3 Multi-Channel, Cross-Industry Executive Summary 7 Multi-Channel, Cross-Industry Customer Contact Experience Benchmarks 10 The Frost & Sullivan Story 30

Multi-Channel, Cross-Industry Customer Contact Experience Benchmarks (From Issuu)

Page 1/3


Find Industry reports, Company profiles and Market Statistics

ReportLinker

>> Get this Report Now by email! Fax Order Form To place an order via fax simply print this form, fill in the information below and fax the completed form to: ƒ ƒ

Europe, Middle East and Africa : + 33 4 37 37 15 56 Asia, Oceania and America : + 1 (805) 617 17 93

If you have any questions please visit http://www.reportlinker.com/notify/contact

Order Information Please verify that the product information is correct and select the format(s) you require. Multi-Channel, Cross-Industry Customer Contact Experience Benchmarks

Product Formats Please select the product formats and the quantity you require. Site License--USD 10 000.00

Quantity: _____

Site License+Hardcopy--USD 10 500.00

Quantity: _____

Corporate License--USD 11 500.00

Quantity: _____

Contact Information Please enter all the information below in BLOCK CAPITALS

Title:

Mr

Mrs

Dr

Miss

Ms

Prof

First Name:

_____________________________ Last Name: __________________________________

Email Address:

__________________________________________________________________________

Job Title:

__________________________________________________________________________

Organization:

__________________________________________________________________________

Address:

__________________________________________________________________________

City:

__________________________________________________________________________

Postal / Zip Code:

__________________________________________________________________________

Country:

__________________________________________________________________________

Phone Number:

__________________________________________________________________________

Fax Number:

__________________________________________________________________________

Multi-Channel, Cross-Industry Customer Contact Experience Benchmarks (From Issuu)

Page 2/3


Find Industry reports, Company profiles and Market Statistics

ReportLinker

>> Get this Report Now by email! Payment Information Please indicate the payment method, you would like to use by selecting the appropriate box.

Payment by credit card

Card Number: ______________________________________________

Expiry Date

__________ / _________

CVV Number _____________________

Card Type (ex: Visa, Amex…) _________________________________

Payment by wire transfer

Crédit Mutuel RIB : 10278 07314 00020257701 89 BIC : CMCIFR2A IBAN : FR76 1027 8073 1400 0202 5770 189

Payment by check

UBIQUICK SAS 16 rue Grenette – 69002 LYON, FRANCE

Customer signature:

Please note that by ordering from Reportlinker you are agreeing to our Terms and Conditions at http://www.reportlinker.com/index/terms

Please fax this form to: Europe, Middle East and Africa : + 33 4 37 37 15 56

ƒ ƒ

Asia, Oceania and America : + 1 (805) 617 17 93

Multi-Channel, Cross-Industry Customer Contact Experience Benchmarks (From Issuu)

Page 3/3

Multi-Channel, Cross-Industry Customer Contact Experience Benchmarks  

This research study benchmarks various customer contact experience attributes such as customer satisfaction, customer experience, and custom...

Read more
Read more
Similar to
Popular now
Just for you