Where Contact Centres Are Missing The Mark With Customer Care

This paper was written by Ovum in collaboration with LogMeIn. The research and analysis contained herein is based on original, independent research by Ovum.

Ovum carried out a survey of 315 contact centre managers and 400 customers across North America, Europe and Australia & New Zealand. Responses were gathered through a web-based survey program in November and December 2014. The surveys reviewed the importance of customer service in keeping customers loyal. It looked at customers’ multichannel expectations and discovered gaps in the solutions that customers need compared with the mobile and web support tools that businesses are providing. The survey spans all sizes of business and major industry categories, including both public and private sector.