How Have Smartphones Impacted Call Centers?

How Have Smartphones Impacted Call CentersAs of March 2012, the majority of mobile phones in the US were smartphones. One result of this growth is that the smartphone is becoming the first choice for communication, beating out land lines, desktop computers and notebooks (especially true among younger consumers).

So we’re left to wonder, how will smartphones drive the future of the call center experience?

Ovum stated that,

by 2016 36% of inbound customer service calls will be made from smartphones

This presents an opportunity for service leaders to drive their company’s mobile strategy by creating or redesigning the smartphone experience. The benefits are endless – your organization is positioned as a thought leader, your customers enjoy the ultimate experience and your call center relishes in the new efficiencies.

In this one hour webinar you’ll learn how smartphones have impacted call centers, as well as how your organization can easily tap into and deploy new technologies to better service your customers. You’ll also hear from Mark Edelman, a top executive from a US credit union, who will talk about how his company seized the opportunity to offer a great customer service experience. Check out the preview slides for a sneak peak!


On-Demand Webinar:

Connecting your Call Center to the Smartphone Revolution


Here are some of the key points we touch on: 1st United Services Credit Union app

  • Smartphone adoption rates
  • How to replace hold-time with a call-back
  • Tools to enhance your mobile apps
  • Tips for lowering handle times
  • Case study: 1st United Services Credit Union

Here’s a sneak peak at the slides: