Mobile service continues to experience growth, but is anyone really surprised? This fact is evidenced by a recent research report from Infonetics Research, which reflects the pervasive nature of mobile devices; something that many would confidently confirm.
Stéphane Téral, principal analyst for mobile infrastructure and career economics at Infonetics, explains in an excerpt from the report that despite global economic woes, “local regulatory conditions and high mobile penetration rates are the key factors affecting mobile service revenue rather than economic conditions.”
The report goes on to explain that in 2012, global mobile service revenue—voice, SMS/MMS and broadband—totaled $739 billion, representing a 2.5 percent increase from 2011. That same year, mobile data (text messaging and mobile broadband) service revenue increased in all major world regions – a surge most likely a consequence of increased smartphone usage.
These numbers should surely signal one thing to today’s innovative contact center managers: Mobility is a key ingredient for maintaining contact center success and overall customer satisfaction. Needless to say, these numbers are a very positive indication that investing in the growing mobile market can be profitable. Incorporating mobile devices into your platform is crucial in order to adapt to the growth of this healthy market. For example, does your call center software support seamless mobile customer service support? Answering these types of questions should be the first step taken to securing the success of your contact center in today’s age of mobility.
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