Latest study

Latest Study

Latest study on Customer service and sales on non-telephone channels – 2017 Edition

Study objectives

This new study follows up on the one conducted in 2013. We will analyze how certain data has evolved over time, and make cross-data and cross-participant comparisons. This will be complemented by information on practices that have been implemented and appear to be promising avenues for change.

Topics covered in this survey :

  1. Use of channels other than telephone
  2. CRC strategy for channels and self-serve
  3. Quality assurance and customer satisfaction
  4. Business impact of these channels on the CRC

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About Us

Founded in 1996 by Pierre Marc Jasmin, Services Triad Inc. is a management consulting firm specializing in studies providing direction and assistance in optimizing customer relationship centers operations by means of process, technology and human resources.

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Montreal, QC H3J 1N4
Phone: (514) 931-0663
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