Noble Systems’ North American Contact Center Survey Reveals Voice Still Leads All Customer Communication Channels

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More than 70 percent of respondents identify phone calls as primary customer service channel, email and social media still far behind

Noble Systems

Noble Systems

Noble's award-winning hosted and premise-based solutions, including industry-leading blended contact management functionality, make us an ideal technology partner regardless of the preferred contact media.

Noble Systems Corporation, a global leader in unified contact center technology solutions, today announced the results of its latest survey, revealing that phone calls continue to represent the majority of customer service traffic. More than 70 percent of respondents from more than 500 North American contact center operations surveyed indicated that voice service is still the main channel of communications with their customers.

“The communications landscape is evolving and expanding every day and we've seen a corresponding increase in customer interest in our multi-channel contact technologies. However, these survey results clearly show the continued importance of voice communication and the central role that it plays in the contact center,” said James K. Noble, President and CEO of Noble Systems. “Our award-winning hosted and premise-based solutions, including industry-leading blended contact management functionality, make us an ideal technology partner regardless of the preferred contact media.”

Featuring responses from 556 contact centers across North America, the survey aligns with recent research demonstrating consumers’ continued reliance on phone calls. For example, the American Express 2011 Global Customer Service Barometer found that more than 90 percent of U.S. consumers prefer to resolve their customer service issues using the telephone. Moreover, 70 percent of respondents to the Noble Systems survey went on to indicate that they expect telephone communications to remain the primary customer contact channel for the foreseeable future.

Conducted in the second quarter of 2012, the survey sought direct input from contact center managers about their businesses. The survey compiled responses from companies located across North America that service a variety of sectors including accounts recovery, travel, healthcare and more.

About Noble Systems
Noble Systems Corporation is a global leader in unified contact center technology solutions, providing innovative products since 1989. Every day, millions of customer contacts are made by agents at 4,000+ client installations worldwide using the award-winning Noble platforms for inbound/outbound/blended communications. The scalable, integrated Noble solutions include advanced ACD and predictive dialing; unified contact processing; and integrated IVR, recording, messaging, quality/monitoring systems, scripting, and real-time reporting and management tools. Based in Atlanta, GA, Noble Systems was the first vendor to offer an open, scalable, fully-distributed platform. For more information, contact Lee Allum at 1.888.8NOBLE8 or visit http://www.noblesystems.com.

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