Just like their trusted customers, contract centers strive to remain a proactive force by keeping pace with the changing times – specifically, by controlling their operational assets. Essentially, many contract centers are investing in new technologies in order to provide better customer service.
One company, CoreMatrix, a cloud computing consulting company, has been faring very well, as it recently revealed that it is experiencing an increase in demand from customers for innovative contact center solutions that incorporate social and other interactive capabilities.
According to a recent report from Global Industry Analysts, the need for efficient customer service will spur growth in the global contact center market to $337.8 billion worldwide by 2018.
Additionally, research firm Gartner adds that by 2013, at least 75 percent of customer service centers will use some form of Software-as-a-Service (SaaS) application as part of the contact center solution.
Companies have absorbed the fact that today customers have more choices than ever in virtually every product and service category. Customers can access a wealth of product information and reviews online and via social networks to interact with a company whenever and however it is most convenient for them.
Paul Nix, co-founder of CoreMatrix, elaborated in a statement, "We believe one of the primary forces driving the increase in demand for innovative contact center solutions is that customer service is one area where a company can innovate and distinguish itself from competitors, today's advanced cloud-based solutions allow organizations to deliver innovative service and support to customers – when and how customers want it.”
Nix added that organizations must now also provide multi-channel customer service, including social, chat, knowledge forums and customer self-service, along with traditional phone and e-mail service options. Multi-channel customer service is quickly gaining prominence, and will only continue to this year.
In addition, all customer history data across all channels must be integrated and available instantly to customer service agents, who also require social tools to collaborate with each other on customer service issues.
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