Thursday, July 19, 2012
As the average consumer becomes more connected through the use of mobile devices, contact centers are struggling to keep up with the latest technology.
Mobile devices have become a very useful business tool. Consumers often use their devices to do product research or purchase new supplies. More companies are using text messaging and mobile marketing to create deeply personalized offers. The new technology is changing how contact centers conduct their business, creating additional demand for multi-channel customer relationship management.
However, a recent study by ICMI showed that less than half of contact centers have upgraded their technology to deal with the additional channels that consumers demand. Next-generation customer contact centers will soon need to embrace mobile technology to manage not only customer relationships, but staff as well.
Several new applications allow supervisors to access information from their mobile phones. The increasing complexity of operating multiple channels and conducting a wider range of services has driven the need for technology that improves operating efficiency. With the new mobile apps, managers can view and process system information to increase staff productivity to create a fast, flexible environment.