Service requests are increasingly coming via email, websites and social media. Companies, however, are obviously not using this to their advantage.
In the latest Global Contact Centre Benchmarking Report from Dimension Data, the companies asked predict that the number of customer contacts will increase by 74% in the next two years. At the same time, 42% expect that the proportion of enquiries discussed directly with an employee will decrease. 87% see the proportion of non-verbal communication rising.
This is interesting against the background of data analysis, including also the analysis of customer data, being seen as one of the most important factors in economic development for the next five years. On the other hand, however, 40% of the contact centres said that they are not currently using an analysis tool. 23% of the companies do not currently measure the time and costs of telephone contacts at all; 41% fail to do a cost analysis of web chats; 47% do not produce any success statistics for email enquiries.