{"id":1628,"date":"2015-04-01T14:02:00","date_gmt":"2015-04-01T14:02:00","guid":{"rendered":"https:\/\/cloudbposervices.com\/uncategorized"},"modified":"2015-04-01T14:02:00","modified_gmt":"2015-04-01T14:02:00","slug":"sea-change-coming-to-how-contact-centers-operate","status":"publish","type":"post","link":"https:\/\/cloudbposervices.com\/en\/sea-change-coming-to-how-contact-centers-operate\/","title":{"rendered":"A Major Shift Is Coming to How Contact Centers Operate"},"content":{"rendered":"
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April 1, 2015<\/p>\n

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Those who have been in the technology field long enough can remember a time when it took a while to connect with whatever or whomever you were trying to reach. That's just the way it was.<\/p>\n

But these days, no one is interested in waiting for anything. If customers can\u2019t establish an instant connection with you or your company, they have no qualms about taking their business elsewhere.<\/p>\n

In an article on the homepage of inContact\u2014a leader in cloud-based contact center solutions\u2014Joshua March, founder of Conversocial, examines the impact \u201cSocial\u201d is having on today\u2019s contact centers and how leaders need to respond if they hope to survive.<\/p>\n

\u201cEven 30 seconds is too long for today\u2019s in-the-moment, always-engaged customer to wait, spelling trouble for the future of customer service through traditional channels like email and phone,\u201d March writes. \u201cThe world is in the midst of the biggest shift in personal computing; the transition from desktop computers to smartphones and tablets requires an entirely new, mobile-first approach to customer service.\u201d<\/p>\n

As such, March examines three major shifts in how people are now communicating with one another (and with companies), all of which would be considered outside the traditional call center model.<\/p>\n

The Social Contact Center:<\/strong> \u201cFor major companies, social media has grown in prominence and now accounts for up to 10 percent of all inbound customer contacts, and is growing faster than any other service channel,\u201d March says. \u201cThis powerful tool ensures that customer voices are heard, both by companies and by other customers. Social media offers a convenient, mobile-first, real-time medium.\u201d<\/p>\n

Peer-to-Peer Resolution:<\/strong> \u201cAs customers trust brands less, they are beginning to trust their peers more. Customers have found their voice on social media, and now that voice is growing louder and more powerful,\u201d March notes. \u201cCustomers are turning away from brands and toward each other, expecting faster and more authentic engagement than ever before.\u201d<\/p>\n

Mobile Messaging Applications:<\/strong> \u201cThese messaging apps are the biggest new force in communication, and they\u2019re only growing,\u201d he says. \u201cThe daily message volume on WhatsApp (owned by Facebook ( \u2013 )) is now 50 percent higher than global SMS volume.\u201d<\/p>\n

It seems the future of communications is set. As March says, \u201cWith 64 percent of consumers preferring texting over voice as a customer service channel when given the choice, customer-centric organizations need to have real agents who are empowered to be flexible, authentic, and able to resolve real issues within the channel.\u201d It couldn\u2019t be any clearer than that.<\/p>\n<\/div>\n

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<\/a><\/a><\/a><\/a><\/div>","protected":false},"excerpt":{"rendered":"

April 01, 2015 Those who’ve been in the technology field long enough can remember when it took some time to connect with whatever or whomever you were trying to reach. It was just the way it was. But these days, no one is interested in waiting for anything. If customers can’t get an instant connection […]<\/p>\n","protected":false},"author":1,"featured_media":1261,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[65],"tags":[],"class_list":["post-1628","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-outsourcing"],"_links":{"self":[{"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/posts\/1628","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/comments?post=1628"}],"version-history":[{"count":0,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/posts\/1628\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/media\/1261"}],"wp:attachment":[{"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/media?parent=1628"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/categories?post=1628"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/tags?post=1628"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}