Ongoing study


New Study on Customer service and sales on non-telephone channels

Customer Relation Centres (CRCs) are called upon to act as a hub for all the different types of customer contacts handled by an organization. There are increasingly more types of communication channels, with many serve-serve options. The goal of this benchmark study is to take an inventory of contact points and associated automated services. Our intent is to collect data on the use of non-telephone channels and on their impacts and economic benefits.

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.

The following topics will be covered in this study:

  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

This survey should not take an experienced manager more than 30 minutes to complete.

You have until Wednesday, November 29th, 2017 to complete the survey.

Click here to complete the online questionnaire in French


Otherwise, you can click here to download the English version of the questionnaire and send it to us.

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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2360 Rue Notre-Dame Ouest, Office 312
Montreal, QC H3J 1N4
Phone: (514) 931-0663
Fax: (514) 931-4429

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