Call Center Management Featured Article
Live Online Debate Sheds Light on Technology and its Effect on Call Centers
A live online debate called, “Will Technology Kill the Call Center?” was recently moderated by Software Advice. Based on the future call center, representatives from IntelliResponse, Avaya (News - Alert) Inc., Drumbi and Etech Global Services discussed consumer contact channel utilization, technology and the impact of these trends.
The speakers forecasted what companies can expect from the next generation of consumers as well as offered advice on customer contact channel strategy. Before the discussion was opened up to the 40 attendees, the panel answered four scripted questions. At a pace never seen before in the contact center world, all of the speakers agreed that consumers are embracing newer contact channels, such as self-service and virtual agents.
Jim Iyoob, senior vice president of Etech Global Development, stated that his contact center clients have seen virtual agent traffic rise to as high as 30 percent of interactions. That’s up from zero just a few years ago.
Laura Bassett, Avaya director of Customer Experience Management stated that according to a study, before buying, 78 percent of consumers use the Internet to research a product.
Mike Hennessy, vice president of Marketing of IntelliResponse, mentioned that in the way organizations interact with customers, he has witnessed a vast change. This is due in large part to advancements in technology. For user experience, technology for new contact channels has leveled the playing field.
The customer is empowered to choose the communication channel they want, when they want. In order to determine which channels are most important to its customers, it’s up to the company to right channel its business and invest in those technologies.
The speakers agreed to the fact that customer contact preference is shifting away from voice. Managing customer interactions through multiple channels, the concept of a call center comprising phone agents has evolved into a contact center comprising command teams. This is due to the fact that today’s consumers, demand instant gratification. Whether it comes through Twitter (News - Alert), live chat or a phone call, re-born centers are expected to support those demands.
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Edited by Amanda Ciccatelli