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Multichannel Service and Support Executive Survey |
Supportindustry.com
and CRMindustry.com recently conducted a survey
focusing on multichannel customer service
and supportits importance, the current
state of the industry, and challenges in implementing
and managing it. Sponsored by eGain Communications
Corp., a provider of customer service and
contact center software, the study was conducted
and results compiled in a three-month period
spanning November and December 2006 and January
2007. Survey respondents comprised high-level
executives responsible for a range of customer-facing
functionsincluding customer service,
web self-service, IT support contact centers,
marketing, and sales and representing
a range of industry sectors. More than a quarter
of the companies that responded had annual
revenues of more than $1 billion, while 22%
had an annual revenue in the $250M-$1B range.
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