Hosted Contact Center Featured Article
Study Finds Growing Demand for Self Service in Contact Centers
To help control the cost of supporting customers around the world, many of these companies are turning to self-service options that allow consumers to gather information at any time and from any location. Such flexibility lends to the trend for more mobility among consumers and business professionals, improving the overall customer experience.
Organizations are also taking into consideration how to best support their customers through proactive means and to reach beyond the walls of traditional centers to include remote experts and home agents. Such initiatives are being taken to also reduce operating costs, while increasing the labor pool options for the contact center.
The 2008 survey completed by Forrester, “2008 Contact Center Technology Trends,” examines the attitudes and actions of decision makers within the industry and finds an increased interest in services that are delivered as hosted or software-as-a-service (SaaS (News - Alert)) to reduce upfront expenses, without relinquishing control.
In addition, more companies are turning to outsourced and managed services for their operations as they are seeking to improve customer service deliverables, while also reducing overall spend for operations. The controversy over such practices is settling down as consumers have come to expect the practice.
The study also found that IP adoption continues to expand as more than 30 percent of companies have indicated that they have deployed or are rolling out IP contact centers. This is a significant increase over previous years and demonstrates that organizations are learning the benefits that IP can provide.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan's articles, please visit her columnist page.
Edited by Eve Sullivan