As we recover from Black Friday and gear up for the holidays, retailers are left thinking about the shopping experience and its impact on sales. For shoppers, the experience is all too familiar: hoards of people flocking to malls, packed parking lots, and inevitably long checkout lines. But the shopping experience today doesn’t have to be so frantic. Consumers have the buying power to streamline this process – and possibly eliminate it altogether – and it sits in the palm of their hands. Continue reading
Tag Archives: smartphones
The intersection of the call center and the smartphone has become one of the most exciting spaces to watch in enterprise IT. To understand why, look at the typical consumer-facing enterprise – a bank, airline or online retailer. They have a call center whose operational costs are substantial and rising (mainly due to rising labor costs). At the same time, that call center produces an experience despised by most consumers, due to frustrating IVRs, long hold times and the need to repeat information to agents. These are problems the industry has been struggling to fix for decades, to no avail.
Call centers need to be mindful of trends related to customer behavior. What’s trending right now is the generational shift related to the use of mobile devices. When the web emerged as a viable self-serve platform, it led to a dramatic change in the behavior of consumers. Smartphones have exploded on the market and there is a similarly dramatic change in behavior. Amongst the younger generation, smartphones have become the first choice for customer service, followed by the web and call centers.