Have for morn business the self is not new
Trends in the contact center – crease in the share of voice communication The prevalence of digital contact – in the form of e-mail, chat, communication in social mia and self-service channels – is grow dynamically in all the countries survey. Forecast: combin digital channels will gain an advantage over voice contact in terms of the number of frequency of use in a contact center or cloud call center in two years. Users unr the age of will then use social mia and chat much more than any other form of contact center contact. Already, these two channels are the No. choice for Generation Y people born in – . People ag – use the telephone, e-mailSMS and chat with a similar frequency.
Only people choose the telephone
The main communication channel. Trends in the contact center – “Yes!” for easy and intuitive switch between communication channels The results of the report indicate the follow trend in the contact center: users expect not only access to Benin Mobile Number List multiple communication channels, but also easy and immiate ability to move from channel to channel. It also turns out that implement subsequent channels without a user experience integration system in a multi-channel environment , without the ability to combine and change communication channels, is one of the most common mistakes today. The user feels lost in the face of many communication possibilities.
When they are not accompani Simple
System of combin communication history from different channels. Mov from voice to digital graph from report Trends in the contact center – the importance of customer experience analytics is grow Nearly of the survey companies consir a morn and efficient contact center to be a significant differentiator from the competition, mainly due to its importance UK Email Database for customer experience. Hence, more and more importance is attach to the collection and analysis of customer service data. Still, of the survey companies do not use service analysis via e-mail, chat, forms or social mia, and do not monitor the situation when the user leaves the self-service channel after start to use it. This situation is especially common on hotlines and helpsks; companies specializ in sales more often focus their attention on the analysis of customer behavior and preferences.
