Death knell sounds for call centres?
While older web users are still likely to use the phone when they need help whilst on a travel site, less than half 18-24 year olds would bother, instead favouring online chat to resolve the problem.
This is one of the findings from a survey of 2000 commissioned by customer experience company nGenera CIM which concluded that the traditional call centre is dying out.
By Dinah Hatch
Bev
Editor in chief Bev Fearis has been a travel journalist for 25 years. She started her career at Travel Weekly, where she became deputy news editor, before joining Business Traveller as deputy editor and launching the magazine’s website. She has also written travel features, news and expert comment for the Guardian, Observer, Times, Telegraph, Boundless and other consumer titles and was named one of the top 50 UK travel journalists by the Press Gazette.
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