Identifying how to better serve your customers in the here and now is never a bad idea, but learning how to target your customers of tomorrow will make your call center truly influential. Who is going to be calling your call center next week, next year or 20 years from now – and how do you need to adjust your call center application, software or services to accommodate this growing base? The unified contact center is touted as the future of customer service; however, you must leave no stone unturned. You need to implement a sharp, forward-thinking business approach.
The best way to secure the longevity of your operations is by keeping up with and expanding with your generation of consumers’ unique and evolving needs. Below, let’s take a look at some of the chief characteristics of every generation.
Generation: Baby Boomers (born 1946-1961)
This older generation, which consists of between 75-80 million members, is known to prefer traditional phone and mail service as well as e-mail.
Takeaway: While you may be champing at the bit to ditch your standard customer service channels (and although traditional voice channels are slowly decreasing in use) you need to continue offering them within your unified contact center.
Generation: X (born 1962-1981)
While this group has the least amount of members (a little over 50 million), it represents the beginning of a dynamic consumer shift. While this group continues to rely on mail and phone, they are starting to heavily dominate social and mobile customer service. In fact, in 2012, the average Facebook user was 41 years-old. Even more, 55 percent of Twitter users are 35 or over, according to a similar study from last year.
Takeaway: The importance of healthily balancing your communication channels cannot be stressed enough. Many of your customers may be exploring new ways of connecting with your company or are ambivalent as to how to resolve a problem. You need to offer them the flexibility and security of being able to choose their own route.
In part two, we’re going to tackle how the unified contact center affects the remaining two types of consumers – generations Y and Z – so stay tuned! In the meantime, check out a related infographic by clicking here.