Contact Center Solutions Featured Article

Ovum Research Says Customer Contacts Moving Heavily to Mobile

October 04, 2012

We all know what mobile adoption has done for game playing and checking e-mail. Most of us even know what mobile devices have done for working outside the office and finding ways to have access to documents from half a world away. What we may not realize is just how much mobile devices are going to impact customer service over the next couple of years. A recent study by industry analyst Ovum (News - Alert) shows how different companies will have their customer service approach changed.

The study says that more than half of inbound customer service calls will be made using a mobile device by 2016 and that 30 percent of those will be coming from some kind of smartphone. Ovum says those numbers are extremely large indicators that the customer service industry is going to be changing big time over the next few years and that the major companies better be getting ready.

“The rise of smart devices and the incessant focus on customer loyalty has created the proverbial ‘perfect storm’ for enterprises that want to reinvent the customer experience around smartphones and tablets,” says Daniel Hong a researcher for Ovum.

Hong added that his company believes that the business community as a whole is going to be taking a massive shift in how they handle their customer service departments. This could mean that call centers will be changed to online chat centers or it could mean that call centers will need to be expanded in order to deal with a higher volume of customer contacts now that they can make contact from anywhere

Hong also said that his company’s research showed that a firm that was already adept at changing on the fly was better equipped to handle to handle what was coming from the mobile sector. A company that has quick decision making capabilities will also be better able to get ahead of the game.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Austin 2012, happening now in Austin, TX.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.




Edited by Brooke Neuman

Article comments powered by Disqus

Related Contact Center Solutions Articles

Presence Technology Partners with Interactive Connect

Presence Technology, a provider of Multi-Channel Contact Center solutions that enable Contact Centers to optimize resources and improve communication process efficiencies, and Interactive Connect, LLC, a voice and data managed services and solutions provider, have announced new partnership. [ Read More ]
07/22/2014

Fonolo: Say Goodbye to Nerve-Wracking Hold Times

Anyone who has had to wait on hold knows how frustrating it can be; you either have to put up with listening to snippets of songs or music (that you'd rather not hear) or endure long periods of silence not knowing what's happening at the other end. Tech Cu, a credit union in the Silicon Valley, decided to give its call center customers a better experience by replacing nerve-wracking hold times with a call-back solution. [ Read More ]
07/22/2014

El Centro de CenturyLink Celebrates its Thirtieth Anniversary

As CenturyLink travels down memory lane and relives its thirty years of existence, it has many reasons to be proud of its achievements. Realizing how important the Hispanic market was, committed employees, with support from the company, established a bilingual call center to provide in-language customer service to the company's Spanish-speaking customer base. After this, "El Centro de CenturyLink" was born, and from then on, there was no looking back. [ Read More ]
07/21/2014

Contact Center Solutions Week in Review

It was another eclectic week in the Contact Center Solutions Community to say the least. Not only were there nice to not new capabilities offered, jobs to be had and industry recognition, but there was also a number of items on trends and a large dose of helpful advice. [ Read More ]
07/19/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!