You may be surprised to learn that e-mail use is on the rise. In fact, its usage has seen an increase of 56 to 58 percent within U.S. online adults over the past three years. In the call center space, this shouldn’t come as a surprise; while Facebook and Twitter (News - Alert) are increasing in popularity every day, many still only use those services to chat with friends and network for business.

When someone has an issue that requires dialing in to a call center, the first impulse is often to visit the company’s website. A phone or e-mail solution is often the most prominently featured channel of communication for this, as well as being the method of communication that many are still most familiar with.