Subject:::Millennial Customers Big Target, But Call for New Tactics - CUSTOMER
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CUSTOMER
CUSTOMER : 1/26/2015 eNewsletter
 

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When the study of generational mores and attitudes goes on, normally we take a look first at the Baby Boomers, and if there's time left over, we start considering Generation X. However, a new generation is starting to come into its own, and in turn draw plenty of attention from the media as well as from business. Specifically, it's the Millennial generation, the sons of the sons of Boomers, commonly recognized as born between 1980 and 2000. This is a generation with some fairly deep pockets, but in turn, demands a new breed of customer service in order to get same to part with that currency.
Telemarketing has been regarded by many as a necessary evil in the past; a frequently-maligned marketing tactic has both employed many and annoyed many more. But while there are rules in place for telemarketers, the rules aren't often so easily applied when the telemarketer is a machine. The so-called robocall is somewhat tougher to deal with, and that's where services like Nomorobo come into play. Now, Nomorobo's founder, Aaron Foss, is in Washington, and is talking to the Federal Communications Commission (FCC) about the idea of robocalls.
Faced with complex goals on multiple fronts, contact centers today are struggling with understanding what they need to do first. They have been bombarded with advice regarding how to meet customer demands, and many have thrown in the towel when they realize their budgets aren't up to a complete contact center rip and replace. Giving up, however, shouldn't be an option for a company that wishes to stay in business. tr
As we near the end of the first month of 2015, there seems to still be a number of opinions and predictions on what call centers need to do better in 2015 being released.
There is no question that mobile has taken over just about everything we do today. From how we communicate, share information and consume media - for both personal and business purposes - mobile devices have become a critical part of our existence.
While India is still the world's leader when it comes to call centers, the Philippines has now also become a big time place for companies looking to outsource.

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