How are customer web chat / email-based inquiries handled in your company?*

Handling of web chat email-based inquiries in customer service centers 2011 This survey details the responses of contact center executives as to how customer inquiries are handled in their company. Some 20 percent of respondents stated that inquiries are handled by a separate, dedicated team.
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Percentage of respondents
By staff members with call center team57%
By a separate, dedicated team20%
Ad hoc by other departments (such as marketing)17%
Don't know/unsure13%
Other3%
Percentage of respondents
By staff members with call center team57%
By a separate, dedicated team20%
Ad hoc by other departments (such as marketing)17%
Don't know/unsure13%
Other3%
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Description Source More information
This survey details the responses of contact center executives as to how customer inquiries are handled in their company. Some 20 percent of respondents stated that inquiries are handled by a separate, dedicated team.
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Release date
August 2011
Region
United States
Survey time period
August 2011
Number of respondents
312 respondents
Special properties
Call center executives, managers or supervisors
Supplementary notes
This data relates to customer relationship management (CRM) initiatives. Contact centers encompass call centers, help desks and customer service centers.
* Multiple responses permitted

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