An Information Stock Model of Customer Behavior in Multichannel Customer Support Services

What is it about?

Did you ever think internet channel can eventually replace your contact center? We show that customer queries through the Internet are very different in nature and information that customers receive over the phone is almost 10 time more rich. So your contact center may need different channels, but phone communication is not going away any time soon.

Featured Image

Why is it important?

Many companies are trying to replace live contact center (telephone-based) with the internet channel because it is cheaper to maintain. We show that this is hard to accomplish, and we show ho to predict how many calls vs. web queries the company will get, which helps with staffing.

Perspectives