Retirado do último Customer Management insight (da ICMI):
«The percentage of centers that do NOT survey customers who contact them via these channels:
Chat: 63.3%
Fax: 63%
Web self-service: 61%
Web calls: 56.2%
Email: 51.7%
IVR contacts: 51.6%
Phone (live agent): 21.5%
Source: ICMI's Multichannel Contact Center Report III (2007)»
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