There is a fundamental shift underway in how consumers interact with businesses. According to research from Ovum on consumer preferences for customer service, the use of email, web chat, web self-service, social media, mobile and SMS for customer service have more than doubled in the past two years. And, they expect these conversations to continue, at the same time consumers rely upon picking up the telephone to call an agent to resolve the same issue.
What’s the secret to interacting with your voice customers with emerging customer preferences across social, mobile and web?
New Channels = New Challenges
Companies now have an opportunity to better engage customers through a variety of communications channels and devices. These new opportunities come with significant challenges, as individual voice, web, mobile and social channels require different technologies, processes, and resources. For example, companies need to meet the need... read more >