Multi-Channel Interactions - Volume Breakdown

[gally09]

To elaborate on my previous post, I am looking for total volume for interactions (preferably pecentages) across all call center channels (voice self service, web, click to chat, full collab, fax, click to talk). These numbers can be specific to companies or the industry standards. Please help!

[ctaylor]

Gally,
There is a wealth of information from omnibus surveys on channel activitiy handled by call centers, but given the nature of these surveys they are often of general interest, but little real value. By looking at what you wish to do with the data would be a great help.

For example tech support organizations often have a smaller % of phne calls versus emails, and chats while organizations serving an older demographic often are almost 100% phone.

Give me some context and will try to assist you.

Colin Taylor
www.thetaylorreachgroup.com

[Hanch]

Hi
U can find some statistics at

http://www.incoming.com/statistics/i...ode=Statistics