Keep your Contact Center Relevant in the Age of the Connected Consumer

Keep your Contact Center Relevant in the Age of the Connected Consumer

contact center and connected consumersYour call center is literally the voice of your company, and while there’s a lot of talk about omnichannel customer service, incorporating everything from self-service videos to Facebook Messenger, the call center remains the most critical touchpoint.

New Voice Media research shows that 68 percent of all contact center communications are on the phone. And Gartner predicts that by 2017, one third of all customer service interactions will still require the support of a human intermediary.

You can’t ignore the demands of the connected consumer, so a diversified customer service strategy is important. However, keeping your contact center knowledgeable and aware as more and more service channels are added can be tricky.

Can an agent see that a customer calling has already sent an email to support or connected via Twitter? Can an agent know that a customer on the line bought a particular product last month? Can an agent know that the person on the phone isn’t a customer, but a prospect and has a whole different set of needs?

Your customers and prospects expect the answer to these questions to be yes, and your company is likely already tracking all of this information. But if this data isn’t connected and available for your customer service organization to utilize, it’s worthless.  

No matter what channel you use, the agents staffing it need access to the right information.

Integrating your back-end systems of record with phone, social, web and other support channels and empowering your contact center with visibility into the data can reap big rewards both in generating new business and retaining current customers.

Check out some stats about how good customer service is good business:

  • 45 percent of U.S. consumers will abandon an online transaction if their questions or concerns are not addressed quickly.
  • 89 percent of consumers have stopped doing business with a company after experiencing poor customer service.
  • 70 percent of buying experiences are based on how the customer feels they are being treated.
  • 55 percent of consumers would pay more for a better customer experience.

Take your service omnichannel, but don’t forget the call center is just one step to attaining successful connected service and customer engagement. Want to know the other steps? Download our ebook now!