Over the last two years, digital transformation in the enterprise has no doubt accelerated, with contact centers and customer experience particularly affected. And yet the most traditional channel — live phone support — saw one of the most notable gains in usage over the last 12 months, according to a recent survey from market research firm Omdia.
As part of Omdia’s 2022 Digital-First Customer Experience Survey, the research firm found that 72% of organizations saw an increase in live phone support, with over half of them saying usage of this channel increased “significantly.” Only web channels outpaced live phone support, with 76% of respondents citing an increase in web usage. However, just 33% of respondents said web usage increased “significantly,” versus 38% for live phone support.
