Every year we read about what promises to be the hottest contact center trends. This list can, all too often, be endless. As important as it is to try new things, especially in an industry that relies so heavily on the customer experience, it’s just as important to prioritize those strategies. The call center landscape is more complex than ever, and wasting time on trends that don’t benefit you will only lead to failure. Continue reading
Tag Archives: phone-call
As a customer, you have more options than ever when you want to contact a company. Non-voice channels such as email, chat, SMS and social media have been steadily growing in popularity. It’s natural to imagine that the plain ole’ phone call is past its prime, and declining in importance.
While it’s true that the channel mix is shifting, it would be wrong to conclude that phone calls are any less essential to customer service. Let’s review some recent industry data and see why.