Part 2 – Keeping up With Your Consumers with a Unified Call Center Solution

There are a variety of call center solutions available today to ensure that your customer’s every need is met. As a thriving business, you’re encountering a growing customer base with diverse engagement and service preferences. In part one of this series, we identified how the unified contact center affected the Baby Boomer generation and Generation X. Now, let’s take a look at our remaining two generations and what role they play within this call center solution.

Generation: Y (born 1982-1999)

This generation is essentially the first to be born into the Internet-connected age. In fact, in a 2012 social network demographic study, it was revealed that those aged 25 to 34 spend the most time on social and online communities. However, the sites that those under the age of 30 – the Generation Y-ers – are perusing are newer to the scene. As opposed to Facebook and Twitter, they include Reddit, Github and Hi5.

Takeaway: There will always be a new social site in the works, and in the blink of an eye, it could become the next big thing. Don’t become overwhelmed though. By looking ahead and studying what your customers are engaged in, you can tap into areas of opportunity that would otherwise go unexplored. The point here is to never settle; continue to expand, grow and explore innovative options for social customer service.

Generation: Z (born 2000-2020)

This is today’s hyper-connected bunch that is still massively growing. A new Pew Research Center report shows that U.S. adolescents are rapidly adopting smartphones, with 37 percent of surveyed teens reported owning a smartphone – an increase from 23 percent back in 2011. And although teens are quickly taking to mobile, social media is not their favorite activity anymore. In fact, there was an almost 8 percent decline in active teenage Facebook users in the U.S. over the last six months.

Takeaway: Mobility is explosive right now, and taking your call center solutions mobile will soon become inevitable. Take this as an opportunity to begin exploring such things as mobile call center applications, and be sure to configure your company’s website so that it is user-friendly for mobile devices.

Check out a related infographic by clicking here.

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