2012 Customer Contact Experience BenchmarksTelecommunications Industry

Assessing the Customer Contact Experience in the United States

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This research study benchmarks various customer contact experience attributes such as customer satisfaction, customer experience, and customer loyalty for the PC manufacturers industry across contact channels including: live agent phone, IVR, email, chat, and Web self-service. A Web-based survey methodology was used for this study: N=2156. Companies benchmarked in this study include but are not limited to: AT&T, Comcast, Cox, DIRECTV, DISH Network, Qwest/CenturyLink, Sprint-Nextel, Time Warner Cable, T-Mobile, U.S. Cellular, and Verizon. Within the industry, the most popular contact channel is phone/live agent. E-mail, Web site self-service, and IVR have been used by fewer customers, while Web chat with live agent is the least popular.

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2012 Customer Contact Experience Benchmarks—Telecommunications Industry, 2012 United States Customer Contact Experience in the Telecommunications IndustryTelecommunications Customer Contact Experience—United StatesCustomer Contact Experience—Telecommunications Benchmarks




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