Research reveals telecoms customers still value the human touch

A survey of telecoms consumers reveals they usually prefer to deal with people, as opposed to machines, when interacting with their CSP.
The survey was conducted by analyst firm Omdia to coincide with the launch of its Consumer Engagement Strategies Intelligence Service. Over 3,000 people from the UK, US and Brazil responded to questions focused on how they engage with their communications service provider. The findings would appear to confirm that there is only so much automation a typical punt