Channel Distribution (Incidents Created by Source) - Analytics Cookbook Recipe

Content

Channel Distribution

Incidents Created By Source

Author: Joe Landers

Difficulty rating:  (Basic) 

Target persona:  Chief Customer Officer, VP Operations, Business Analyst, Call Center Director, Finance Director

Utilization of the phone channel by consumers is slowly changing. From 95% in 2000, some are estimating it to drop to 65% by 2021. To varying degrees, the change is driven by consumer preference, age demographic shifts, and companies making other channels easier to use. On a per handle minute basis, phone is the most costly channel available. Other channels are typically less expensive. Whether moving away from phone is an organizational objective or not, seeing the channel mix and understanding past trends enables clear budgetary and strategic planning for the future.