Most Contact Centres now Personalise Their Traditional Channels

A graph demonstrating the results to the question "Which channels do you currently personalise?" with the answers being: 83%-Email, 79%-Phone, 31%-Webchat, 21%-telephone queue/IVR, 7%- website

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According to our poll, personalised customer interactions are now the norm for traditional channels, including email and phone. However, personalisation appears to be still in its infancy when it comes to other contact centre platforms.

Poll – “Which channels do you currently personalise?” – answers

Email- 83%
Phone- 79%
Webchat – 31%
Telephone queue / IVR – 21%
Website – 7%

(Multiple answers were allowed during this poll, so the total does not add up to 100%.)

Source: Call Centre Helper Webinar Poll – Webinar: 5 Ways to Deliver a Personalised Service Sample size – 59 Date: November 2016

Author
Robyn Coppell

Robyn Coppell has worked as Digital Content Manager for Call Center Helper since 2021. After University her first job was in a contact centre and has stayed in this space ever since.

She has experience of contact centre operational management, software systems, css and php coding. She edits a lot of the guest content that is published on Call Centre Helper.

Connect with Robyn on LinkedIn

Most Contact Centres now Personalise Their Traditional Channels

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