How do UK consumers really use customer service departments? With technology impacting contact centres more than ever before and consumer trends constantly changing, it is important for contact centre managers to keep up with trends and know exactly how their customers want to talk to them…and when.

In Summer 2016, MPL Contact carried out a study to establish the way UK consumers use customer service departments and if contact centres as a whole are offering a good level of customer service. Over 20 contact centres were involved, along with over 100 members of the general public.

The infographic [that is available to download below] outlines the results of the survey and reveals some very interesting statistics.

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