Companies today must understand the importance of offering customers a seamless, personalized multi-channel experience. In fact, in a survey conducted by marketing technology provider Neolane and the Direct Marketing Association, 77 percent of respondents said that real-time personalization was a primary driving factor of their customer satisfaction strategy. Furthermore, 43 percent defined real-time marketing as “dynamic, personalized content delivered across channels.”As customers continue to raise the bar on their service requirements, Forrester suggests that companies pay attention to three trends:
The latest channel to be integrated into call center solutions is social media. A study by Deloitte Consulting notes that social media’s use in the contact center is expected to rise significantly over the next two years. Simultaneously, e-mail use will increase 46 percent, while voice will increase 32 percent.Meanwhile, top areas of concern for call center executives right now include productivity, finding room for improvement, keeping call time down, reducing idle time and making the most of unused time.
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