Latest Contact Center Best Practices

Dec 27

Mobile Trends Shaping the Future of Customer Service

Posted by Rachel Brink on Dec 27, 2016 9:26:06 AM
mobile-customer-service

According to Dimension Data’s recent Contact Center benchmarking report, digital channels (email, web chat, social media, SMS text, video chat), which currently account for roughly 35% of contact centers’ total interactions, are expected to overtake voice within the next two years. The catalyst?—the widespread adoption of Internet-connected mobile devices. Consider the following: by 2018, Cisco predicts that the number of mobile devices used by consumers will grow close to 8 billion.

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Topics: customer service, WebRTC, mobile, mobile trends

Oct 23

3 Mobile Trends Shaping the Future of Customer Service

Posted by Rachel Brink on Oct 23, 2015 8:52:00 AM

According to Dimension Data’s recent Contact Center benchmarking report, digital channels (email, web chat, social media, SMS text, video chat), which currently account for roughly 35% of contact centers’ total interactions, are expected to overtake voice within the next two years. The catalyst?—the widespread adoption of Internet-connected mobile devices. Consider the following: by 2018, Cisco predicts that the number of mobile devices used by consumers will grow close to 8 billion.

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Topics: customer service, WebRTC, mobile

Jul 22

3 Ways to Create a Mobile-Friendly Customer Service Strategy

Posted by Rachel Brink on Jul 22, 2015 8:47:10 AM

As of the end of 2014, almost two billion individuals own a smartphone globally, a figure expected to reach five billion by 2019 (Forrester Research Group). And as technology becomes faster and more efficient, and consumers continue adopting the latest devices on the market, businesses are increasingly seeking ways to connect with their customers using this relatively new channel. In fact, according to recent Forrester Research report, “Trends 2015: The Future of Customer Service”, adopting a “Mobile-First Mindset” in customer service is one of the key trends facing the customer service space over the course of this year. And with increasingly connected, mobile, and demanding consumers, businesses must learn to embrace mobile customer service quickly in order to remain relevant within their respective industries.

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Topics: text, mobile