Contact Center Solutions Featured Article

Customer Service is the Place Where Mobile Social Media, Information and Cloud Computing Meet

November 21, 2012

Anybody who studies or manages customer service applications today knows there’s big change afoot. The change is due to a number of factors that have begun to affect the way customers interact with companies today.

Research group Gartner (News - Alert) calls it “the Nexus of Forces,” and it’s the combination of social interaction, mobility, information and cloud computing.

According to Gartner, this Nexus of Forces is the reason consumers today are in greater control of customer interactions than ever before. When they seek out service, they want it on the spot, regardless of the time of day. They’re also extremely informed, often having done research prior to making the contact and expecting that the call center agent who answers their contact will be equally well educated about products and services.

Mastering the Nexus of Forces isn’t easy, and it provides smaller or more agile organizations with the upper hand in customer service. Large, unwieldy companies with long-established customer service procedures are less likely to be able to turn quickly to meet what customers today are demanding, according to an article this week on Business2Community authored by Tricia Morris.

The reason this convergence is happening is multi-pronged. For starters, Americans are still adopting smartphones in vast numbers: IDC (News - Alert) has predicted that more Americans will access the Internet via mobile devices than via wireline computers by 2015. In addition, the number of people using mobile social networking will spike from 58.5 percent in 2012 to 79.1 percent by 2015, according to eMarketer (News - Alert).

Why does this make consumers so powerful nowadays?

New research commissioned by workforce optimization solutions provider Verint Systems recently found that 32 percent of customers, nearly one in three, are sharing their customer service experiences – both of the good variety and the horror stories as well – with pretty much everyone they know via social media and blogs.

In other words, once upon a time, a bad experience was between a customer and the company that offered the lousy service. Nowadays, it’s between the customer and a few hundred or thousand friends or followers.

Is your company ready to get a grip on this “Nexus of Forces”?

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert)Follow us on Twitter.




Edited by Braden Becker

Article comments powered by Disqus

Related Contact Center Solutions Articles

Altocloud Jumps in the Smyths Toys Toybox to Bolster E-Commerce Presence

Those not immediately familiar with Smyths Toys can be forgiven, particularly if they don't live in the U.K or in Ireland, where Smyths Toys has at last report 80 stores to its credit. But Smyths Toys might well be easier find thanks to a new connection with Altocloud, which will bolster Smyths Toys' online presence and make e-commerce that much easier to carry out. [ Read More ]
04/22/2015

US Contact Center Jobs Continued to Increase in the First Quarter of 2015

The number of new U.S. contact center jobs was on the rise in the first quarter of this year, according to a jobs4america report. [ Read More ]
04/21/2015

Xerox in Gartner's Leaders Quadrant for Third Straight Year on the Strength of its BPO Services

Gartner recently announced that as a result of its research and evaluation, Xerox's performance in business process outsourcing (BPO) had placed it in the Leaders Quadrant for that industry for 2014. It marks the third straight year that Xerox has received such recognition. [ Read More ]
04/15/2015

Evariant Delivers More Data Driven Solutions for the Healthcare Industry

With so much information at their disposal, service providers are offering solutions that make sense of all this data while combining different products and services to improve the overall operations of healthcare providers. The new release by Evariant looks to use big data and analytics to improve the experience of patients, physicians and employers with contact center solution for real-time engagement and mobile Physician Relationship Management app. [ Read More ]
04/13/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!