It’s no surprise that customers will ditch a company when their service is not up to par. Yet, ‘three in ten (29%) consumers think that ‘businesses’ attitudes towards customer service have not changed’. Today, positive experiences are even more crucial. Through social media channels, disgruntled customers have immediate access to spread the word about poor service.
How can you provide better support experiences? Understanding the trends that are affecting your call center is a great place to start. Decision-makers strive to spend time and resources in the right place. It’s vital that your business strategies have a positive effect on customer care, customer loyalty and business processes.
William Davidow said it best,
The longer you wait, the harder it is to provide outstanding customer service.
No Available On-Demnad: Top 5 Call Center Trends for 2013
This webinar aims to help Executives, Directors and Managers with a better understanding of the trends affecting the call center space. Here are some of the key points we’ll touch on:
- Mobility: Forrester reports that 68% of call center decision makers believe mobile integration is a high priority for the long-term success of their customer relationships.
- Social Media: When customers are frustrated with a phone support experience, 16% will share it on sites like Twitter.
- Cloud-Based Call Centers: The proportion of call centers seats in the cloud will reach 18% by the end of 2015.
- Plus so much more!
Click here to watch the video!
Here’s a sneak peak at the slides: