Communication Preferences Illustrate Shift of Value in Communications

It is impressionistic, but look at how U.S. consumers rank their communication preferences. Asked which channels are most popular with generations of consumers, contact center professionals say 90 percent of “Silent Generation” consumers prefer the telephone.

For Millennials, Internet web chat and social media are the preferred channels, collectively representing 48 percent of “first choice” votes.

Those behaviors and preferences have something to do with prospects for the telecom industry, in the sense that voice was a vertically-integrated, “owned” form of communication. Web chat and social media are the province of third party, over the top app providers.



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