57% recall using Web site for help, then calling customer service and still receiving no help

57% of consumers have more than once called a contact center agent after trying to use web site self-service, only to find out that the agent was unable to help them use the self-service features, Genesys Telecommunications Laboratories says. 66% of the consumers who couldn’t get help from either an agent or the web self service feature said they found the experience highly annoying.