The inevitable rise of the smartphone represents a tremendous opportunity for companies to improve the call center experience. Now that a majority of US consumers are carrying these powerful devices in their pockets, the call center is adapting by:
Consumers are welcoming these changes because they eliminate common frustrations with the call center experience. Companies are also welcoming these changes. (Well, at least the smart ones are.) Why? Because, in addition to improving the customer experience, companies are able to lower handle times and thus lower costs.
We talked about how companies:
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