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What is the percentage split of interactions being handled across the channels offered to your customers?

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Distribution of interactions handled by contact centers worldwide 2016, by channel This statistic shows the distribution of contact centers customer interactions worldwide in 2016, by channel. Of the customer interactions undertaken by the 1,041 contact centers surveyed, 2.1 percent were handled by a social media channel such as Facebook or Twitter.
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Description Source More information
This statistic shows the distribution of contact centers customer interactions worldwide in 2016, by channel. Of the customer interactions undertaken by the 1,041 contact centers surveyed, 2.1 percent were handled by a social media channel such as Facebook or Twitter.
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Release date
June 2016
Region
Worldwide
Survey time period
June 2016
Number of respondents
1,041 respondents
Special properties
contact center companies with 20 or more agents
Method of interview
Online survey
Supplementary notes
* Includes knowledge portals, peer-to-peer systems. * Includes instant messaging, co-browse.
The source does not specify the age of respondents or date of survey, the date give is the date of publication.

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