Customer Contact Experience Benchmarks - Telecom, Cable, and Satellite Industry

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Jan 31, 2012, 06:00 ET

NEW YORK, Jan. 31, 2012 /PRNewswire/ -- Reportlinker.com announces that a new market research report is available in its catalogue:

Customer Contact Experience Benchmarks—Telecom, Cable, and Satellite Industry

http://www.reportlinker.com/p0765272/Customer-Contact-Experience-Benchmarks—Telecom-Cable-and-Satellite-Industry.html#utm_source=prnewswire&utm_medium=pr&utm_campaign=Aerospace

This research study benchmarks various customer contact experience attributes such as customer satisfaction, customer experience, and customer loyalty for the telecommunication industry across many contact channels: live agent phone, IVR, email, chat, and Web self-service. A Web-based survey methodology was used for this study: N=1389. Companies benchmarked in this study include but are not limited to: AT&T, Comcast, Cox, DIRECTV, DISH Network, Qwest, Sprint Nextel, Time Warner Cable, T-Mobile, U.S. Cellular, and Verizon. Within the industry, the most popular contact channels are: phone/live agent and website self-service. Phone/IVR and e-mail were used by significantly fewer customers. Website/chat with live agent is a niche channel.

Table of Contents

Multi-Channel Customer Contact Executive Summary Telecom, Cable, and Satellite Industry 8

Live Agent Phone Interactions—Telecom, Cable, and Satellite Industry 19

Interactive Voice Response (IVR) Interactions—Telecom, Cable, and Satellite Industry 25

E-mail Interactions—Telecom, Cable, and Satellite Industry 28

Web Chat Interactions—Telecom, Cable, and Satellite Industry 30

Web Self-Service Interactions—Telecom, Cable, and Satellite Industry 32

The Frost & Sullivan Story 38

To order this report:Aerospace and Defense Industry: Customer Contact Experience Benchmarks—Telecom, Cable, and Satellite Industry

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