| |
|
|
|
|
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.
|
| |
|
|
|
|